'You don't know what you've got till it's gone': re-contextualising the origins, development and impact of the call centre

Ellis, Vaughan; Taylor, Phil

doi:10.1111/j.1468-005X.2006.00167.x

All Outputs (2)

'A Unique Working Environment: Health, Sickness and Absence Management in UK Call Centres' (2006)
Book Chapter
Taylor, P., Baldry, C., Bain, P., & Ellis, V. (2006). 'A Unique Working Environment: Health, Sickness and Absence Management in UK Call Centres'. In H. Beynon, & T. Nichols (Eds.), Patterns of Work in the Post Fordist Era (208-231). Edward Elgar Publishing

No abstract available.

'You don't know what you've got till it's gone': re-contextualising the origins, development and impact of the call centre (2006)
Journal Article
Ellis, V., & Taylor, P. (2006). 'You don't know what you've got till it's gone': re-contextualising the origins, development and impact of the call centre. New Technology, Work and Employment, 21(2), 107-122. https://doi.org/10.1111/j.1468-005X.2006.00167.x

This paper locates the emergence of call centres within the broader political economy. We demonstrate how British Gas responded to privatisation, restrictive regulation and the need to deliver shareholder value by radically changing work organisation... Read More about 'You don't know what you've got till it's gone': re-contextualising the origins, development and impact of the call centre.