Socio-technical Systems and Call Centres : a Case Study Investigation, 1999-2000

<P>Abstract copyright UK Data Service and data collection copyright owner.</P><br>Following a growth in the number of people employed in call centres, defined as those workers who simultaneously use a telephone and computer, this research project set out to investigate the way social and technical systems are used in their work organisation. The research focused particularly on the role such systems play in defining skill, establishing training strategies, and their impact on issues of trust and autonomy in the workplace. The project data drew on case study material gathered over a period of some months from a telephone banking centre within the financial service sector - the largest growing call centre area.<br><B>Main Topics</B>:<BR><br>This data collection consists of semi-structured interviews with 13 call centre managers (some of whom were interviewed more than once), with an initial focus on recruitment and training. The themes identified in these sessions were then used to inform the construction of semi-structured interviews with 22 employees, customer service representatives (CSR's), drawn from two teams of 12 from different work areas within the call centre. In all cases the interviews were audiotaped and fully transcribed. They have been anonymised for deposit.<br>