The paper seeks to determine whether and how the quality of working life (QWL) varies between call centres (CCs) in the in‐house/outsourced, public and private sectors and the implications of these findings on human resource management (HRM).
This paper reports on findings derived through empirical qualitative case study research in two Australian CCs: Govtcall, an in‐house, public‐sector CC, and Salesplus, an outsourced, private‐sector CC. Quality of work life outcomes are determined through in‐depth interviews with CSOs, supervisors and managers, where a comparative approach is utilised.
The in‐house, public‐sector CC Govtcall emerges as being inferior in terms of job content, working hours and managerial/supervisory style and strategies. Conversely, Salesplus features a management model that is more akin to what would be expected in a CC operating under a professional service model.
The sample size was limited to two CCs; thus, the findings may not be representative of the wider CC context.
A productivity orientation and employee focus are not a mutually exclusive phenomenon. Union presence and public‐sector status do not guarantee better working conditions and higher QWL. Managerial styles and strategies have a significant impact on QWL in the CC context.
QWL is an under‐researched area where CCs are concerned. Similarly, much of the existing CC research is based on the private sector, despite the public sector emerging as a large user of CC operations.
