Scenes from this workplace, particularly the one in which Jamal stands in for a customer service representative and mishandles a call from a Scottish customer, resonate with the multiple images and perceptions popularly associated with the Indian call centre: cultural and linguistic difference and ...
British headline inflation fell to the Bank of England's 2% target in May, raising expectations for when the central bank might begin trimming interest rates. Britain has weathered a number of economic hardships under the Conservative leadership, from the Covid-19 pandemic to inflationary pressu...
The result, in a nutshell, is that CSRs become emotionally exhausted and eventually leave the call centre. The purpose of the present research study is, therefore, to identify to what extent emotional labour influences CSRs' feelings of emotional exhaustion, and whether the latter results in ...
Close attention is paid to how this expertise is assembled around a particular strategy - the establishment of a toll free number to recruit call centre workers - intended to mobilize mothers, migrants and students, all of whom have been historically marginalized from core labour force participation...
To read call centre work politically, the article isolates and qualifies "the elementary factors of the labour process" as discussed by Marx in Capital, Vol. I. In light of research on purportedly new forms of labour, this analysis of the labour process points towards the need for a ...
Involuntariness in work can arise from an array work conditions Excessive overtime, on-call work or more hours than initially agreed to 51.3% Very low or no wages 47.8% Type of work different from initially agreed Job is of different nature from that specified during recruitment No freedom to...
Overtime Compensation,Responsibility,Social Conditions,Social Responsibility,Torture,Wages and Benefitsand taggedBangladesh,Bangladesh Workers Solidarity Centre,campaigns,Canada,child labour,Dhaka,Event,fashion,garment workers,Kalpona Akter,living wage,overtime,Robin Pacific,Toronto,working conditionsonMarch 25, ...
Drawing on the theoretical underpinnings of the modern/colonial global imaginary and the ways in which this imaginary frames international students as ‘cash, competition, or charity’ in the Global North (Stein & Andreotti, Higher Education, 72, 225 239, 2016), we call for a renewed ...
The effect of stress, burnout and emotional labour on intention to leave amongst call centre employeesThe increasing demand for client-centred services in a highly competitive business environment has resulted in a substantial increase in the number of call centres world wide (Knight 2004 ...
Obviously, the correct strategic call on their part to focus on trying to win over people who are currently saying they were voting Reform or saying they won’t vote or don’t know but who voted Conservative last time. The problem is I think it doesn’t work when it gets framed by the...