Femmes Et Le Travail Par Téléphone

Résumé du livre

This report is a case study of the emerging call centre industry in Canada, examining the impacts of restructuring on those in the lower levels of the labour market. The first stage of the study surveyed managers at call centres in New Brunswick, Winnipeg, and Toronto with regard to such issues as types of call centre applications, labour force composition, wage rates, hiring, training, and promotion. The rest of the study draws on 53 in-depth interviews with current & former call centre employees and qualitatively examines this rapidly expanding form of service centre employment. Through worker observations, it explores the stresses of call centre work, the nature of the training & skills involved, and the career prospects for call centre workers. In particular, the study looks at the processes through which this work is feminized, or how it has emerged at most sites as unskilled, part-time, and low-paid employment. Recommendations are made with regard to current labour market policies related to call centres.