Thought this is not scripted on the computer, two paper sheets were provided – “basic” and “advanced” – which explained how to deal with objections. I am still in contact with a number of workers at the call center, and the project for developing organization is ongoing.The discussion in the pub started with one person arguing that the job wasn’t really that bad: “if it ain’t broke, don’t fix it!” and “I’m worried about ruining the atmosphere in the office.” The cartoonist said he had “always been in the union, you don’t want to wait until it is too late.” He elaborated that “the worst thing about work is when supervisors are rude to you.
The supervisors would regularly listen into calls, and analyze how callers could be more successful in future. However, the insurer had calculated the risk as ¼, and had therefore charged each of the farmers £25. One of the other call center workers mentioned after a shift that she was genuinely considering asking someone to “punch her in the face halfway through the shift” so she could “leave early.” A number of callers – including the one remaining caller who had trained with me – were placed on probation for failing to meet sales targets. The advert for the job that I eventually got directed applicants to ring a voicemail number that instructed them to leave a message with their name, number, and why they would be good at the job. However, drawing on the a methodological approach of workers’ inquiry, a few fundamental characteristics of the labor process can be identified and studied.Similar incentives were prizes awarded for making sales, usually vouchers for High Street shops. There were also questions about how we deal with the fact that “it is a really boring job”; we were warned that we would frequently get rejected while making calls.
At the end of the probation period I had fallen far short of the targets I had been set. Workers’ inquiry, as a process of both knowledge construction and political organization, has the potential to play an important role at this moment. There are five farmers, who each have one cow that costs £100. Time off the phone became an opportunity to vent about difficult the phone calls are, and to swap advice about how to finish a sale. When I was at [a different company] they wouldn’t do it because of the union. At no point did they say they were not interested in the insurance. Although there was the potential for natural light, the small windows located along the top of walls were covered with blinds, so instead fluorescent strip lighting beamed down from the ceiling. The decline of traditional working-class employment operates alongside the growth of new forms of service work. The adverts contained few details other than pay and hours, and a number of them led to pre-interview screenings. The group interview involved a series of ice-breaking games to learn each other’s names, and a team building exercise.
One wall has a display with the logos of all the trade unions the company works with. The trainer described this as “painting a picture,” which is apparently the way to make sales.The use of a computer system linked to the phones allows for a significant degree of control. The questions of control and supervision have been important points of disagreement in the sociological literature on call centers. This was only to be done in accordance with strict rules: a maximum of three attempts, the first attempting to handle the objection, the second offering a quote but then trying to C&R again, the third (if unsuccessful) ending by sending a quote.The possibilities of unionization in the call center have to be put in the context of very low unionization in the UK private sector, and the impact of neoliberalism. I asked whether it was on their card (“no, I’ve lost my card”), their checkbook (“don’t have one”), online banking (“don’t use it”). However, the pressure of emotional labor, experienced as “emotional dissonance,” expresses itself in the high turnover of staff in the call center. The customer service screen cycles between displaying what each person is currently doing and the number and type of inbound calls successfully answered. Once every two months the company paid for a free night out with a large bar tab.
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