The content of these sessions varies, but most involve playing some sort of game. The entrance to the office was a nondescript door off to the side of the building, which descended down into the lower level. After an HR meeting – which included the supervisor attempting the C&R process during the conversation – I was no longer employed by Trade Union Cover.Jokes were also a fundamental part of elaboration on the script. This was apparent quite early: he was much older than the other trainees, and wore a smart suit with a big watch and expensive shoes. One wall has a display with the logos of all the trade unions the company works with.
The supervisors would regularly listen into calls, and analyze how callers could be more successful in future. The nature of the Trade Union Cover call center and its particular relationship with trade unions had an ambiguous effect on the workers employed there. However, drawing on the a methodological approach of workers’ inquiry, a few fundamental characteristics of the labor process can be identified and studied.Similar incentives were prizes awarded for making sales, usually vouchers for High Street shops. The call center is organised into rows of desks with computers.
What followed was an extended awkward silence, punctuated by semi-encouraging comments for people to have a guess. I spoke regularly to him about the possibilities of organizing in the call center as we both travelled back to the same part of London on the underground. The computer system logs the start and end time of the break; if the break exceeds the limit, the system notifies a manager. It takes as its starting point that the relationship between capital and labor is fundamentally antagonistic: new forms of resistance and organization will emerge in new contexts, but these can only be discovered through an active engagement with the changing world.The call center was located in the basement of an old factory which had been converted into office space.
It became easier to discuss unions with the other workers, but the detachment of the call center environment meant that there was little actual engagement with labor organizing.This initial attempt at a workers’ inquiry is intended as part of a larger project to understand the changing nature of class today. They would be graded as either green (passing quality standards), green D/N (passed but development needed), or red (failing to meet standards and therefore no commission). The computer system logs the exact time that the worker starts their shift. The trainer had argued that “it is not just what you say,” but that callers must think about their “pace, tone, conversation style, listening skills.” This is particularly important when using a standardized script, as as the trainers insist that your own personality should come across during the call. Throughout my time at the call center, only one other worker I spoke to had ever been a member of a union. At the end of the probation period I had fallen far short of the targets I had been set. I had begun to average a reasonable number of sales per shift, and was on the cusp of “graduating.” However, on Friday night, all my shifts for the following week were changed: instead of three day shifts I received five nights and a Saturday shift.
If new callers had trouble with this, the trainer had some illuminating advice: “just use a bright and enthusiastic tone… and if you can’t, three words: Put. This introduces considerable difficulties for the possibilities of organization, especially in the context of low union membership.The first full shift I worked ended with no sales. However, the pressure of emotional labor, experienced as “emotional dissonance,” expresses itself in the high turnover of staff in the call center. The sales screen displays the total number of sales and then sales by team on one side, while the other side prominently displays the top seller followed by each caller ranked by the number of sales.An important aim of this inquiry was to uncover the possibilities for resistance and organization in the call center. “Smile down the phone, the customer can hear it!” The call center was located in the basement of an old factory which had been converted into office space.
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