Discontent in Call Centres: A National Multilevel and Integrated Survey on Quality of Working Life among Call Handlers

This paper reports the methodology and main findings of an empirical study of a sample of 1815 call handlers from twenty-one call centes in four Italian provinces (Milano, Roma, Cosenza and Catania). Working conditions in call centres have received much attention in the sociology of work. However, factors linked to organizational models and practices (job quality) have always been analyzed separately from individual perceptions concerned with how call handlers experience work conditions (quality of working life). Rather than assuming a priori the existence of a single model of call-centre work organization and viewing the call-handler’s work as an expression of hardships that are endemic to the profession itself, this multilevel project examines both contextual and individual factors that can significantly affect the quality of working life in this specific sector. What emerges is a varied and heterogeneous picture in which signs of occupational discontent emerge only under certain co

This paper reports the methodology and main findings of an empirical study of a sample of 1815 call handlers from twenty-one call centes in four Italian provinces (Milano, Roma, Cosenza and Catania). Working conditions in call centres have received much attention in the sociology of work. However, factors linked to organizational models and practices (job quality) have always been analyzed separately from individual perceptions concerned with how call handlers experience work conditions (quality of working life). Rather than assuming a priori the existence of a single model of call-centre work organization and viewing the call-handler’s work as an expression of hardships that are endemic to the profession itself, this multilevel project examines both contextual and individual factors that can significantly affect the quality of working life in this specific sector. What emerges is a varied and heterogeneous picture in which signs of occupational discontent emerge only under certain conditions. Discontent among call handlers is therefore selective: while call centres continue to be a working environment where the psycho-social and health risks are widespread, work-related stress, alienation and dissatisfaction are activated selectively rather than invariably showing up in every call centre and for every call handler as if they were elements inherent in the job. Exposing the factors that activate the occupational discontent of call handlers and where possible indicating organizational practices that can defuse them represents a step forward regarding the prospect of improving working conditions in call centres. The research design integrates micro and macro levels of analysis and utilizes qualitative strategies in a supporting role in the survey in order to improve data quality and results.