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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Working at the Interface - Call Centre Labour in a Global Economy (Paperback)
Loot Price: R435
Discovery Miles 4 350
You Save: R93
(18%)
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Working at the Interface - Call Centre Labour in a Global Economy (Paperback)
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List price R528
Loot Price R435
Discovery Miles 4 350
You Save R93 (18%)
Expected to ship within 10 - 15 working days
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Call centres illustrate the consequences of globalisation for
labour perhaps more clearly than any other form of employment.
Call-centre workers sit at the interface between the global and the
local, having to transcend the limitations of local time zones,
cultures and speech patterns. They are also at the interface
between companies and their customers, having to absorb the impact
of anger, incomprehension, confusion and racist abuse whilst still
meeting exacting productivity targets and staying calm and
friendly. Finally, they take the brunt of the conflict at the
contested interface between production and consumption, having to
deal in their personal lives with the conflicts between the demands
of paid and unpaid work. Drawing, amongst others, on organisational
theory, sociology, communications studies, industrial relations,
economic geography, gender theory and political economy, this
important collection brings together survey evidence from around
the world with case studies and vivid first-hand accounts of life
in call centres from Asia, North and South America, Western and
Eastern Europe. In the process it reveals many similarities but
also demonstrates that national industrial relations traditions and
workers' ability to negotiate can make a significant difference to
the quality of working life in call centres.
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