ABSTRACT

Service work continues to extend its share of total employment and interactive services, such as that carried out in call centres, constitute one of the fastest growing categories within that. The rise of call centres has generated a considerable debate, particularly in the UK, with emphasis on the nature of the labour process and managerial regimes. Less explicit emphasis has been placed on workforce skills. However it is possible to identify a general contrast between optimistic scenarios associated with the new service management literature and bleaker pictures of routinisation painted by radical critics.