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Authors

Braga

Abstract

The increase in company outsourcing over the last two decades has led to the development of a new type of worker on the margins of the productive system: the Call Center operator. Responsible for a wide range of information services, the rapid expansion in call centers has stirred the interest of a number of researchers in different areas of knowledge. Analyzing the work of the call center operator, the article looks to deepen our comprehension of the sea-change currently affecting today's working class. In contrast to what many forecasted some 15 years ago, the information revolution has failed to dissolve the opposition between manual and mental work activities: instead, it has served as a key instrument for controlling and routinizing intellectual work.

DOI

101163/187188607X163185

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