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Ringing the changes? Union recognition and organisation in call centres in the UK finance sector
Author(s) -
Bain Peter,
Taylor Phil
Publication year - 2002
Publication title -
industrial relations journal
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.525
H-Index - 3
eISSN - 1468-2338
pISSN - 0019-8692
DOI - 10.1111/1468-2338.00233
Subject(s) - trade union , call centre , order (exchange) , business , finance , political science , economics , labour economics , law
The massive rise in UK call centre employment in recent years has been closely related to developments in the finance sector. This paper analyses these developments in order to contextualise the organisational experiences of unions in the sector. Recruitment activity in both hostile and compliant employer environments, and findings from the first national survey of call centre employees’ attitudes towards trade unionism, are discussed, and the prospects for union recruitment and organisation are assessed.