Production Process, Work Conditions, and Human Resources Management in Call Centres
Work, this central value over all time, continues to mar the common life of all social categories, including that of senior citizens. All homes, families and spaces are formed, directly or indirectly, around this value which never ceases to disappoint! In this new international division of labor, work and dignity do not seem to coexist for long as long as a significant part of workers try to give meaning to their work so as not to reduce it to a simple quest for bread. The most telling sign of this new configuration is that of the call centers where young engineers, masters and doctors perform repetitive activities in a routine system with very low added value, spending the day answering calls to give information or to make a sale via the net. This article takes an x-ray of the production process of these closed systems, designed to standardize tasks, minimize innovation and control exception.