2012 Fiscal Year Final Research Report
New control systems of the workplace in the call centre
| Project/Area Number |
22530564
|
|---|
| Research Category |
Grant-in-Aid for Scientific Research (C)
|
| Allocation Type | Single-year Grants |
|---|
| Section | 一般 |
|---|
| Research Field |
Sociology
|
|---|
| Research Institution | Bunkyo Gakuin University |
|---|
Principal Investigator |
|
|---|
| Project Period (FY) |
2010 – 2012
|
| Keywords | 環境管理型権力 / 非正規労働 / オフショア / BPO / グローバル / データベース / モニタリング / KPI |
|---|
| Research Abstract |
Call centres (contact centers) are the fastest growing sector of employment in developed countries. There has also been a drive towards the offshoring of call centre work and the relocation of call centres to emerging economies, such as India. Japanese call centres currently number around 3,000 and there are 1,000,000 employees in industries such as shopping channel, banking, public utilities, airlines, and information technology. There is a growing literature on employment in call centres, much of which suggests that they are characterized by high levels of work intensification and surveillance. Practices such as recording calls, and looking through computer files of employees are growing features of many workplaces. Many call centres utilize extensive surveillance and monitoring systems. For telephone operators all acts are monitored and measured by key performance indicators (average time per call, time period between calls, content of telephone calls). These workplaces represent distinctly new managerial control systems where employees are constantly visible.
|
