This is a wide-ranging inquiry based in Germany which is very well documented. Usefully, those involved have been reflective about what did and didn’t work in their research.
As well as a very long and detailed questionnaire/survey tool which was too complex to be much use in practice, they also developed some shorter, more focussed inquiry tools. They also published a bulletin which included reports from call centre workers in other countries.
kolinko: overview - book on call centers, inquiry and intervention. 9/2002
Interview with Kolinko Collective
In this interview, Jamie spoke to former members of the kolinko collective that existed in the second half of the 1990s and the first half of the 2000s. Their hotlines inquiry was documented in a book that can be read online. JWCan I start by asking why you decided to start the workers inquiry/militant research project?