Controlling business? Agency and constraint in call centre working

Martin Beirne, Kathleen Riach, Fiona Wilson

Research output: Contribution to journalArticleResearchpeer-review

15 Citations (Scopus)


Studies of call centre working have focused almost exclusively on the sophistication of technological and bureaucratic systems of labour control. The commercial context in which firms operate remains relatively under-researched, despite exerting a significant influence on job structures and the working out of labour relations.

Original languageEnglish
Pages (from-to)96-109
Number of pages14
JournalNew Technology, Work and Employment
Issue number2
Publication statusPublished - 1 Jul 2004
Externally publishedYes

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