Making it Personal in a call centre

Electronic peer surveillance

Research output: Contribution to journalArticle

9 Citations (Scopus)

Abstract

This paper analyses a form of electronic surveillance in a call centre that was not automatically performed through or by information and communication technology but required the active involvement of peers to provide feedback on each other's work by using an online reporting tool. Increased surveillance led to a tightening of control over certain aspects of work as advisors modified their call-handling practices. But surveillance was simultaneously undermined by technical and bureaucratic control linked to existing information systems, which affected the ability and availability of peers to perform monitoring. Electronic peer surveillance was also unable to provide objective information or unobtrusive control as performing and evaluating surveillance became a highly political and contested process. Various forms of resistance arose, which were not always directed at management, but were instead manifest through increased animosity between teams.
Original languageEnglish
Pages (from-to)37-50
Number of pages14
JournalNew Technology, Work and Employment
Volume28
Issue number1
DOIs
Publication statusPublished - 2013

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call center
surveillance
electronics
Information systems
Availability
Feedback
Monitoring
Communication
communication technology
information system
information technology
Peers
Call centres
Surveillance
monitoring
ability
management

Cite this

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Making it Personal in a call centre : Electronic peer surveillance. / ELLWAY, Ben.

In: New Technology, Work and Employment, Vol. 28, No. 1, 2013, p. 37-50.

Research output: Contribution to journalArticle

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