What question did this study set out to answer?

Investigate how recruitment, selection, and training procedures shape routine call centre labour and address the indeterminacy of interactive service work.

March 1, 2002Journal of Management Studies

‘We Recruit Attitude’: The Selection and Shaping of Routine Call Centre Labour

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Investigate how recruitment, selection, and training procedures shape routine call centre labour and address the indeterminacy of interactive service work.
Conducted an in-depth case study of a financial call centre (Telebank).
Collected and analyzed primary qualitative data from management and customer service representatives to contrast their perceptions of hiring and training.
Management relies heavily on pre-hire selection of social competencies to resolve the indeterminacy of labour before employees enter the direct work environment.
A structural contradiction exists between recruiting workers for their authentic personality traits and subsequently imposing standardized, scripted forms of emotional labour.
Selection and training practices embody unresolved organizational tensions between enforcing rapid call-handling volume and maintaining high-quality customer service.

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Implication

Case study uncovers tensions between employee social competencies and standardized training in call centre workers, highlighting conflicts between service quality and call volume.

Cite This Study

Callaghan et al. (2002) studied this question.

synapsesocial.com/papers/6a1c689566d062ff2dc3c653 https://doi.org/10.1111/1467-6486.00290

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Implication

Case study uncovers tensions between employee social competencies and standardized training in call centre workers, highlighting conflicts between service quality and call volume.

‘We Recruit Attitude’: The Selection and Shaping of Routine Call Centre Labour

Key Points

Discussion

Implication

Cite This Study

‘We Recruit Attitude’: The Selection and Shaping of Routine Call Centre Labour

Key Points

Discussion

Implication

Cite This Study

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