Title
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Gender on the Line: Technology, Restructuring and the Reorganization of Work in the Call Centre Industry
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| Abstract |
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This project, a case study of the emerging call centre industry in Canada, examines the impacts of restructuring on those in the lower tiers of the labour market. The first stage of the study surveyed managers at call centres in three sites in Canada: New Brunswick (St. John, Moncton and Fredericton), Winnipeg, Manitoba, and Toronto, Ontario.
Issues surveyed included types of call centre applications, labour force composition (age, gender, race and disability), wage rates, hiring, training and promotion. The survey results clearly established that women and youth make up the majority of the call centre work force across Canada.
The balance of the study, drawing on 53 in-depth interviews with current and former call centre employees, qualitatively examines this rapidly expanding form of service sector employment. Through the observations of the workers themselves, it also explores the stresses of this type of work, the nature of the training and skills involved, and the career prospects for call centre workers.
Table of Contents- List of Abbreviations and Acronyms
- Preface
- Eceutive Summary
- Introduction: A Case Study Approach to Economic Restructuring and the Feminization of Labour
- The Dynamics Behind the Market for Labour in Call Centre
- Good Jobs / Bad Jobs
- The Service Factory
- Skills, What Skills?
- Life After Telework
- Summary and Recommendations
- References
- Appendices
- Endnotes
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WebSite
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This document is available electronically on the Internet
Clicking on the link above will open a new browser window.
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Date de publication
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September 2000
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Format
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Print Publication
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Pagination
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96 p.
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Department/Agency
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Status of Women Canada - SWC
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Keywords
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Women, Employment, Services
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Library Locations
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Halifax
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