Article 2008

Learning to control: Training and work organization in Australian call centres

SA
Smith, Andrew
 SE
Smith, Erica
Journal of Industrial Relations
Journal · Vol. 50 · Issue 2 · pp. 243-256
Abstract

The organization of work in call centres has been the centre of study and debate for a number of years. This article explores the adoption of nationally-recognized training (based on formal qualifications) in Australian call centres, which is now becoming quite widespread, and its relationship to work organization and human resource management practices. The article draws on a national research project that explored the take up of nationally recognized training by Australian employers. A number of call centres were included in this study that forms the basis for the present article. One of the major attractions for call centre employers, apart from the financial incentives involved in adoption, is the close fit between nationally recognized training and work organization. Because of its on-job nature, such training fits the close quantitative controls that characterize almost all call centres. Because of its integration into the workplace and into work organization, nationally recognized training seems to be moving human resource management processes towards an increased emphasis on employee development.

Keywords

Author Keywords

Training vocational education and training Human Resource Development Work organization Call centres

Index Keywords

Author Affiliations
Federation University Australia, Ballarat, VIC, Australia
Funding & Acknowledgements
No funding information
References 10 References
1 Bain, Peter, Taylorism, targets and the pursuit of quantity and quality by call centre management, New Technology, Work and Employment, 17, 3, pp. 170-185, (2002)
2 Bittner, Susanne, Call centres in Germany: Employment, training and job design, Re-organising Service Work: Call Centres in Germany and Britain, pp. 63-85, (2017)
3 Call Centres and Human Resource Management, (2004)
4 Qualitative Impact of Training Packages on Vocational Education and Training Clients, (2002)
5 Not Hanging on the Telephone Payment Systems in the New Sweatshops, (1998)
6 On the Front Line Organization of Work in the Information Economy, (1999)
7 Human Resource Management in Call Centres, (2002)
8 Now Siswo Conference ICT the Knowledge Society and Changes in Work, (2005)
9 First International Conference of Training Employability and Employment, (2002)
10 Smith, Erica, Learning to learn through work? The importance of Australian Apprenticeship and Traineeship Policies in young workers' learning careers, Australian Educational Researcher, 31, 1, pp. 15-35, (2004)
Quick Actions
Full Text via DOI
Citation Metrics
5
Times Cited (Scopus)
References 10
Document Identifiers