Author, as appears in the article.: Alarcón A; Ubalde J; Mc Heyman J
Department: Gestió d'Empreses
URV's Author/s: Alarcón Alarcón, Amado / UBALDE BUENAFUENTE, JOSEP
Keywords: Call centres Employment conditions Globalization Human-resource management Job categories Labor process Language skills Line Linguistic standardisation Monitoring Quality Work
Abstract: © 2020 Brian Towers (BRITOW) and John Wiley & Sons Ltd The article shows how linguistic criteria have become central when defining job categories in the outsourced call centre sector in Spain. Language occupies a central role in the production processes of informational capitalism: in call centres, language functions as the raw material, scripts as tools and conversations as a product. Yet the ways in which linguistic production affects key elements of job categories have received little attention. Drawing on in-depth interviews in the call centre sector, the analysis of scripts and collective agreements, this article shows how trade unions and workers are pushing to adapt Fordist arguments based on job autonomy to informational production, arguing that job categories may depend on linguistic autonomy from the scripts during the labour process.
Thematic Areas: Administração pública e de empresas, ciências contábeis e turismo Business and management Ciencias sociales Economia Ergonomics General o multidisciplinar Human factors and ergonomics Interdisciplinary research in the social sciences Management Management of technology and innovation Planejamento urbano e regional / demografia Sociologia i política Strategy and management
licence for use: https://creativecommons.org/licenses/by/3.0/es/
Author's mail: amado.alarcon@urv.cat
ISSN: 1468005X
Author identifier: 0000-0003-4640-2681
Record's date: 2023-02-19
Papper version: info:eu-repo/semantics/acceptedVersion
Papper original source: New Technology Work And Employment. 35 (1): 97-113
APA: Alarcón A; Ubalde J; Mc Heyman J (2020). Language as raw material, scripts as tools and conversations as product: effects of linguistic production on job categories in outsourced call centres. New Technology Work And Employment, 35(1), 97-113. DOI: 10.1111/ntwe.12156
Licence document URL: https://repositori.urv.cat/ca/proteccio-de-dades/
Article's DOI: 10.1111/ntwe.12156
Entity: Universitat Rovira i Virgili
Journal publication year: 2020
Publication Type: Journal Publications
Repositori URV