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Speak on Command: Language Put to Work: The Making of the Global Call Centre Workforce

Speak on Command: Language Put to Work: The Making of the Global Call Centre Workforce 112 New Labor Forum 27(2) unique book that deserves to be read by labor available services and benefits. It remained historians, legal historians, labor advocates, active for four years. Although providing an and quixotic dreamers who want to keep a toe invaluable resource, the work was also incredi- on the ground. When our next opportunity bly difficult, as is any hotline or call center comes, it is important to have a larger intellec- work. Calls arrive, without end, twenty-four tual and legal repertoire at the ready. hours a day, seven days a week. The calls are repetitive, often to the point of stultification, yet callers to hotlines are individuals with very real ORCID iD problems that need to be addressed. Still, hot- César F. Rosado Marzán https://orcid.org/0000 line workers are often decidedly limited in -0002-7532-0530 their ability to offer solutions. Working with management-approved scripts, while being Note monitored and required to master proprietary 1. The name “Ramiro Rodriguez” is a pseudonym data-entry systems, workers are often under to protect the worker’s privacy. great pressure to answer calls efficiently and effectively and to strike the appropriate tone in Author Biography response to the caller. The telephone is a rather limited http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png New Labor Forum SAGE

Speak on Command: Language Put to Work: The Making of the Global Call Centre Workforce

New Labor Forum , Volume 27 (2): 4 – May 1, 2018

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Publisher
SAGE
Copyright
© 2018, The Murphy Institute, City University of New York
ISSN
1095-7960
eISSN
1557-2978
DOI
10.1177/1095796018765147
Publisher site
See Article on Publisher Site

Abstract

112 New Labor Forum 27(2) unique book that deserves to be read by labor available services and benefits. It remained historians, legal historians, labor advocates, active for four years. Although providing an and quixotic dreamers who want to keep a toe invaluable resource, the work was also incredi- on the ground. When our next opportunity bly difficult, as is any hotline or call center comes, it is important to have a larger intellec- work. Calls arrive, without end, twenty-four tual and legal repertoire at the ready. hours a day, seven days a week. The calls are repetitive, often to the point of stultification, yet callers to hotlines are individuals with very real ORCID iD problems that need to be addressed. Still, hot- César F. Rosado Marzán https://orcid.org/0000 line workers are often decidedly limited in -0002-7532-0530 their ability to offer solutions. Working with management-approved scripts, while being Note monitored and required to master proprietary 1. The name “Ramiro Rodriguez” is a pseudonym data-entry systems, workers are often under to protect the worker’s privacy. great pressure to answer calls efficiently and effectively and to strike the appropriate tone in Author Biography response to the caller. The telephone is a rather limited

Journal

New Labor ForumSAGE

Published: May 1, 2018

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