WORK ORGANIZATION IN CALL CENTERS ENTERPRISES. HOMOGENEITY OR HETEROGENEITY?

Authors

  • Luís Fernando Santos Corrêa da Silva

Abstract

In recent years, Labor Sociology is concerned to discuss the social implications of new informational technologies on employment, as well as their effects on the types of work organization. In this context, this study addresses issues related to such forms of work organization in a new scenery of employment which companies providing services of call center. It is also important to note that the market for call
centers has been systematically investigated, in Brazil and abroad, due to their importance on the employment. Regarding the companies studied, it was found that they have heterogeneous patterns of work organization, which assume various forms. In this sense, it is emphasized the limitations of a generalist and homogeneous framework on the labour in call center enterprises. This frameworks tends to consider the taylorism as hegemonic model of work organization within these places.

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Published

2008-06-20

How to Cite

da Silva, L. F. S. C. (2008). WORK ORGANIZATION IN CALL CENTERS ENTERPRISES. HOMOGENEITY OR HETEROGENEITY?. Revista Da ABET, 7(1). Retrieved from https://periodicos.ufpb.br/index.php/abet/article/view/15227