.../approach A total of 43 in-depth interviews are conducted with 6 managerial and 37 non-managerial respondents in three major call center organizations in Pakistan. Template analysis is used to analyze the data. Findings By undermining the assumption of implicit mutuality, the analysis reveals...

...Marisa Kay Smith Purpose The purpose of this paper is to examine the experience of call centre employees who have been involved in high-involvement innovation (HII) activities to understand what frontline and managerial employees think of these involvement activities. Design/methodology...

... is an endeavor toward understanding the relationship between gender-sensitive practices and family support and their effect on job outcomes in a novel socio-cultural environment. India Call centres Crossover Women employees Work-family interface The role of employees in call centers is generally...

...Sunil Sahadev; Keyoor Purani; Tapan Kumar Panda Purpose The purpose of this paper is to explore the relationships between managerial control strategies, role-stress and employee adaptiveness among call centre employees. Design/methodology/approach Based on a conceptual model, a questionnaire...

...Anthony McDonnell; Julia Connell; Zeenobiyah Hannif; John Burgess Purpose – The purpose of this paper is to bridge a gap in the call centre literature by considering how individual employees perceive their level of voice over workplace decisions. The inclusion of direct voice mechanisms...

...Abigail Marks; James Richards; Raffaella Valsecchi; Sarah Wise; Frank Mueller; Chris Smith Purpose This paper aims to explore the introduction of teamwork in two health call centres, NHS Direct and NHS24, and intervenes in the emergent debate over teamwork in call centres. Although within the call...

... with agents who witnessed workplace bullying in international‐facing call centres in Mumbai and Bangalore, India. Conversational interviews and sententious and selective thematic analyses were undertaken to explore participants' lived experiences. Findings Participants' experiences were captured...

... in international facing call centres in Mumbai and Bangalore, India. Exploring targets' lived experiences, conversational interviews and sententious and selective thematic analyzes were undertaken. Findings Targets' experiences were captured by the core theme of “protecting my interests” which subsumes four...

.../approach The paper utilises interviews and observations in a US‐owned call centre in Australia. Findings The management approach outlined is located within the emergence of market rationalism and associated claims of the limitations of normative control. With its emphasis on diversity and identity...

...Julia Connell; Zeenobiyah Hannif Purpose 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). Design...

.... Originality/value This is the first study of work‐life balance amongst tele‐nurses. The research demonstrates that call centre work has rationalised, depersonalised and yet enabled more “control” by nurses over their work‐life balance, while paradoxically offering less autonomy in their task environment...

.... Design/methodology/approach This article draws upon an ethnographic study of a call centre in which the researcher underwent the recruitment and selection process to secure work as a precursor to conducting fieldwork within the organization. Whilst there is little precedent for the employment...

... and, in this study, focus upon how this is perceived to affect call‐handlers' job satisfaction and levels of emotional exhaustion in two call centres. While one organisation encouraged staff to use their skills and initiative and build closer relationships with customers, the other sought to standardise interactions...