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Language Put to Work - The Making of the Global Call Centre Workforce (Hardcover, 1st ed. 2017)
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Language Put to Work - The Making of the Global Call Centre Workforce (Hardcover, 1st ed. 2017)
Series: Dynamics of Virtual Work
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This book examines the striking rise of call centres over the past
quarter century through the lens of the resistance and collective
organizing generated by workers along the digital assembly lines.
Drawing on field research in Atlantic Canada, Ireland, Italy, and
New Zealand, Enda Brophy investigates the contested making of the
transnational call centre workforce and its integration into the
circuits of global capitalism. Moving beyond depictions of call
centre labour as either entirely liberated or utterly subordinated,
Language Put to Work inquires into the forms of work refusal and
insubordination provoked by the spread of these communicative
workplaces, including informal strategies of quitting, slacking and
sabotage, conventional trade union activity, tactical innovations
at the margins of the labour movement, and forms of
self-organization forged by workers outside of the established
trade union movement. Weaving rich empirical evidence together with
political-economic analysis and theories of resistance, this book
argues that the submission of language to the production of value
in the call centre is a process of proletarianization rather than
professionalization, and that the new working class has widely
opposed this transformation.
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