Reflections on the call centre — a reply to Glucksmann

Bain, P. , Taylor, P. and Dutton, E. (2005) `“The Thin Front Line”: Call Handling in Police Control Rooms', paper presented at the 23rd International Labour Process Conference, Glasgow, 21—23 March 2005.

Bain, P. , Watson, A. , Mulvey, G. , Taylor, P. and Gall, G. (2002) `Taylorism, Targets and the Pursuit of Quantity and Quality by Call Centre Management', New Technology, Work and Employment 17(3): 154—69.

Batt, R. and Moynihan, L. (2002) `The Viability of Alternative Call Centre Production Models', Human Resource Management Journal 12(4): 14—34.

Beirne, M and Ramsay, H. (eds) (2002) Information Technology and Workplace Democracy. London: Routledge

Blair, T. (1998) The Third Way: New Politics for the New Century . London: Fabian Society.

Cabinet Office (2000) E-government: a Strategic Framework for Public Services in the Information Age. London: Cabinet Office.

Callaghan, G. and Thompson, P. (2001) `Edward Revisited: Technical Control and Call Centres ', Economic And Industrial Democracy 22(1): 13—37.

Child, J. (1985) `Managerial strategies, new technology and the labour process', in Knights et al. (eds) Job Redesign, pp. 107—41. Aldershot : Gower.

Collin-Jacques, C. and Smith, C. (2005) `Nursing on the Line: Experiences from England and Quebec (Canada)', Human Relations 58(1):5—32.

Dti (2004) The UK Contact Centre Industry: A Study. London: Department of Trade and Industry.

Frenkel, S. , Korczynski, M. , Shire, K. and Tam, M. (1999) On the Front Line: Organisation of Work in the Information Economy. Ithaca: Cornell University Press.

Glucksmann, M. (1990) Women Assemble. London: Routledge.

Glucksmann, M. (2000) Cottons and Casuals: the Gendered Organisation of Labour in Time and Space. Durham: Sociology Press.

Glucksmann, M. (2004) `Call configurations: varieties of call centre and divisions of labour', Work, Employment and Society 18(4): 795—811.

Harvey, D. (1982) The Limits to Capital. Oxford : Oxford University Press.

Hmic (2001) Open All Hours. London: The Stationery Office.

Hmic (2004) Modernising the Police Service. London: The Stationery Office.

Hmic (2005) First Contact: A Thematic Inspection of Police Contact Management. London: Central Office of Information.

Holman, D. (2002) `Employee Well-Being in Call Centres', Human Resource Management Journal 12(4): 35—50.

Hyman, R. (1987) `Strategy or Structure? Capital, Labour and Control ', Work, Employment and Society 1(1): 25—55.

Kelly, J. (1985) `Management's Redesign of Work: Labour Process, Labour Markets and Product Markets', in Knights et al. (eds) Job Redesign, pp. 30—51. Aldershot: Gower.

Knights, D. , Wilmott, H. and Collinson, D. (eds) ( 1985) Job Redesign, Aldershot: Gower.

Korczynski, M. (2002) Human Resource Management in Service Work. Basingstoke: Palgrave.

Marx, K. (1976) Capital: Volume 1. Harmondsworth : Penguin.

Miozzo, M. and Ramirez, R. (2003) `Services Innovation and the Transformation of Work: The Case of UK Telecommunications', New Technology, Work and Employment 18(1): 62—79.

Psso (2003) Police Sector: A Thematic Skills Foresight on Communication and Call Handling 2003. London: PSSO

Richardson, R. and Marshall, J.N. (1996) `The growth of telephone call centres in peripheral areas of Britain', AREA 28(3): 308—17.

Taylor, P. and Bain, P. (2001) `Trade unions, workers' rights and the frontier of control in UK call centres', Economic and Industrial Democracy 22(1): 39—66.

Taylor, P. and Bain, P. (2003a) Call Centres in Scotland and Outsourced Competition from India. Stirling: Scotecon.

Taylor, P. and Bain, P. (2003b) `Call centre organizing in adversity: from Excell to Vertex', in G. Gall (ed.) Union Organizing, pp. 153—72. London: Routledge.

Taylor, P. and Bain, P. (2004) `Call Centre Offshoring to India: The Revenge of History', Labour And Industry 14(3): 15—38.

Taylor, P. and Bain, P. (2006) `India Calling to the Far Away Towns: The Call Centre Labour Process and Globalization', Work, Employment and Society 19(2): 261—82.

Taylor, P. , Baldry, C. , Bain, P. and Ellis, V. (2003) `“A Unique Working Environment”: Health, Sickness and Absence Management in UK Call Centres', Work, Employment and Society 17(3): 435—58.

Taylor, P. , Gall, G. , Bain, P. and Baldry, C. (2005) `“Striving Under Chaos”: The Effects of Market Turbulence and Organisational Flux on Call Centre Work', in P. Stewart (ed.) Employment, Trade Union Renewal and the Future of Work, pp. 20—40. Basingstoke : Palgrave.

Taylor, P. , Hyman, J. , Mulvey, G. and Bain, P. (2002) `Work Organisation and the Experience of Work in Call Centres', Work, Employment and Society 16(1): 101—17.