Working Time Flexibilities: A Paradox in Call Centres?

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dc.contributor.author Hannif, ZN
dc.contributor.author McDonnell, A
dc.contributor.author Connell, JA
dc.contributor.author Burgess, J
dc.date.accessioned 2012-02-02T11:03:29Z
dc.date.issued 2010-01
dc.identifier.citation Australian Bulletin of Labour, 2010, 36 (2), pp. 178 - 193
dc.identifier.issn 0311-6336
dc.identifier.other C1 en_US
dc.identifier.uri http://hdl.handle.net/10453/15841
dc.description.abstract Call centres are a source of job growth in many parts of the world. Jobs in call centres are a manifestation of the opportunities offered by ICT together with the internal restructuring of organisations, to reduce costs and to achieve efficiencies. Extensive research has been conducted on the labour process in call centres, with findings suggesting that the work is demanding and high-pressured, entailing continuous operations with shift work being the norm, repetition and extensive monitoring and control. Moreover, call centres often have many female operatives, linked to non-standard work arrangements and the provision of emotional skills. Two features of call centres that are generally understated in the literature are their flat organisational structures and the use of team structures as a form of work organisation. There are often formal and informal mechanisms that could support flexible working arrangements, especially in the context of work-life balance issues. In this article we examine the impact of call centre work on work-life balance. Given the evidence of a high pressure work environment, we explore the types of working time arrangements in call centres, how working hours are determined, and the impact of these hours on work-life balance. Findings derived from a survey of 500 call centre operatives across 10 call centre workplaces and focus group interviews suggest that, despite the intensive and regulated work regimes that there is flexibility available in terms of adjusting working time arrangements to support non work responsibilities. A reconciliation of these developments is considered.
dc.publisher National Institute of Labour Studies Inc.
dc.rights National Institute of Labour Studies Inc. is the copyright-holder
dc.title Working Time Flexibilities: A Paradox in Call Centres?
dc.type Journal Article
dc.parent Australian Bulletin of Labour
dc.journal.volume 2
dc.journal.volume 36
dc.journal.number 2 en_US
dc.publocation Adelaide, Australia en_US
dc.identifier.startpage 178 en_US
dc.identifier.endpage 193 en_US
dc.cauo.name BUS.School of Management en_US
dc.conference Verified OK en_US
dc.for 150306 Industrial Relations
dc.for 150305 Human Resources Management
dc.personcode 104609
dc.personcode 108851
dc.percentage 70 en_US
dc.classification.name Industrial Relations en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom en_US
dc.date.activity en_US
dc.location.activity en_US
dc.description.keywords CALL centers WORK environment QUALITY of work life COST analysis FLEXTIME SHIFT systems en_US
dc.description.keywords NA
dc.description.keywords CALL centers WORK environment QUALITY of work life COST analysis FLEXTIME SHIFT systems
pubs.embargo.period Not known
pubs.organisational-group /University of Technology Sydney
pubs.organisational-group /University of Technology Sydney/DVC (Research)
pubs.organisational-group /University of Technology Sydney/Faculty of Business
pubs.organisational-group /University of Technology Sydney/Faculty of Business/School of Management
pubs.organisational-group /University of Technology Sydney/Strength - Management and Organisation Studies
utslib.copyright.status Open Access
utslib.copyright.date 2015-04-15 12:23:47.074767+10
utslib.collection.history General (ID: 2)


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