Precariousness and call centre work: operators’ perceptions in Portugal and Brazil

Author (Person) ,
Series Title
Series Details Volume 24, Number 3, Pages 243-259
Publication Date September 2018
ISSN 0959-6801 (print) | 1461-7129 (online)
Content Type


We present comparative research on operators’ perceptions of the work process in two telecommunications call centres, one in Portugal and the other in Brazil.

We argue that, despite the different pace of economic performance in recent years in Portugal and Brazil, there is a common trend towards casualization. Despite differences between the two call centres, both case studies show a process that imposes standardized behaviour. By exploring the subjective perceptions of call centre operators, we contribute to the ‘pessimistic’ (but probably more realistic) strand of literature on call centre work.

Source Link
Subject Categories
Subject Tags ,
Countries / Regions ,