|Author (Person)||Costa, Elizardo Scarpati, Costa, Hermes Augusto|
|Series Title||European Journal of Industrial Relations|
|Series Details||Volume 24, Number 3, Pages 243-259|
|Publication Date||September 2018|
|ISSN||0959-6801 (print) | 1461-7129 (online)|
|Content Type||Journal | Series | Blog|
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.
|Subject Categories||Employment and Social Affairs|
|Subject Tags||Telecommunications, Working Conditions|
|Countries / Regions||Brazil, Portugal|