Call Center Offensive

Some similarities in context with Kolinko (and had their own huge survey tool), but were more explicitly trying to encourage call centre workers to organise and unionise.

It offers interesting analysis around the class composition of call centre workers and the way in which new forms of affiliations were used to undermine any class antagonism or unionisation.

See the document ‘The Call Centre Family’ which talks about the metaphor of ‘family’ being used in this way. A good example of how critically analysing management structures, strategies and language may be worth doing as part of an inquiry (consider the use of workplace language around teams, squads, partners, associates, customers, clients etc).

Resources