Globalization and the Call Center Industry

Abstract

The call center industry is one of the most rapidly growing areas of work globally. Drawing upon a multidisciplinary and collaborative approach to studying call centers, the book and report reviewed here provide sociological insights on the process of globalization and the transformation of work and labor relations. Issues addressed include resource strategies, managers and management, jobs and job skills, women's careers in call centers, worker control and autonomy, and union organizing. The studies illuminate the need to rethink some of the logic that drives work organization in the call center industry and offer strategies for collective mobilization, including the role of unions in protecting the rights of workers within and across nations.