Human Resources Personnel Management

Download Call Centres and Human Resource Management by S. Deery, N. Kinnie PDF

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By S. Deery, N. Kinnie

This publication seems to be at Human source administration in name facilities from a world point of view utilizing learn from best lecturers within the box. The features and contours of operating in a choice middle are tested by way of the consequences that this sort of paintings has on staff and their responses to it. It additionally seems at implications for employers and coverage makers.

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Fineman (2001) ‘Struggles for the control of affect – resistance as politics and emotion’, in A. Sturdy, A. Gruglis and H. Willmott (eds), Customer Service, Basingstoke: Palgrave. Taylor, S. (1998) ‘Emotional labour and the new workplace’, in P. Thompson and C. Warhurst (eds), Workplaces of the Future, London: Macmillan. Taylor, P. and P. Bain (1999) “An assembly line in the head”: Work and employment relations in the call centre’, Industrial Relations Journal, 30(2), pp. 101–17. , G. Mulvey, J.

For purposes of understanding today’s call centres, an instructive case is the evolution of operator services in the large telephone bureaucracies such as AT&T and British Telecom. A hundred years ago, operator service jobs were considered highly skilled jobs in the ‘high-tech’ telephone industry. They were complex and varied, requiring physical manipulation of cords, social interaction skills and diagnostic assessments of faulty telephone circuits. From 1900 on, AT&T adopted Taylorist principles to standardize work methods.

If companies compete on the basis of quality, customization and price, then call centre workers need the skills, discretion and incentives to handle relatively complex interactions with customers. A recent qualitative case study describes what a high-involvement strategy in a call centre might look like (Hutchinson, Purcell and Kinnie, 2000). In this paper, we define high-involvement practices to include: a) technology used as a complement rather than substitute for labour; b) high relative skill requirements of jobs; c) work designed to provide opportunities for discretion and worker collaboration; and d) incentives Rosemary Batt and Lisa Moynihan 31 such as high relative pay and employment security to reward effort.

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