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Dynamics of Virtual Work

Language Put to Work

The Making of the Global Call Centre Workforce

Authors: Brophy, Enda

  • Includes fieldworks and interviews from four countries
  • Provides a rich international perspective
  • Presents a starting point for envisioning alternative forms of call centre work
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eBook £64.99
price for United Kingdom (gross)
  • Due: June 27, 2017
  • ISBN 978-1-349-95244-1
  • Digitally watermarked, DRM-free
  • Included format:
  • ebooks can be used on all reading devices
Hardcover £82.00
price for United Kingdom (gross)
  • Due: June 27, 2017
  • ISBN 978-1-349-95243-4
  • Free shipping for individuals worldwide
About this book

This book examines the striking rise of call centres over the past quarter century through the lens of the resistance and collective organizing generated by workers along the digital assembly lines. Drawing on field research in Atlantic Canada, Ireland, Italy, and New Zealand, Enda Brophy investigates the contested making of the transnational call centre workforce and its integration into the circuits of global capitalism. Moving beyond depictions of call centre labour as either entirely liberated or utterly subordinated, Language Put to Work inquires into the forms of work refusal and insubordination provoked by the spread of these communicative workplaces, including informal strategies of quitting, slacking and sabotage, conventional trade union activity, tactical innovations at the margins of the labour movement, and forms of self-organization forged by workers outside of the established trade union movement. Weaving rich empirical evidence together with political-economic analysis and theories of resistance, this book argues that the submission of language to the production of value in the call centre is a process of proletarianization rather than professionalization, and that the new working class has widely opposed this transformation.

About the authors

Enda Brophy is Assistant Professor in the School of Communication at Simon Fraser University, Canada.

Buy this book

eBook £64.99
price for United Kingdom (gross)
  • Due: June 27, 2017
  • ISBN 978-1-349-95244-1
  • Digitally watermarked, DRM-free
  • Included format:
  • ebooks can be used on all reading devices
Hardcover £82.00
price for United Kingdom (gross)
  • Due: June 27, 2017
  • ISBN 978-1-349-95243-4
  • Free shipping for individuals worldwide

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Bibliographic Information

Bibliographic Information
Book Title
Language Put to Work
Book Subtitle
The Making of the Global Call Centre Workforce
Authors
Series Title
Dynamics of Virtual Work
Copyright
2017
Publisher
Palgrave Macmillan UK
Copyright Holder
The Editor(s) (if applicable) and The Author(s)
eBook ISBN
978-1-349-95244-1
DOI
10.1057/978-1-349-95244-1
Hardcover ISBN
978-1-349-95243-4
Edition Number
1
Number of Pages
XII, 304
Topics