The call center is increasingly becoming a strategic customer relationships organisation. This device aims at the same time to decrease production costs by industrialization of customer service and to improve the service quality. It produces a hybrid system of work, driven by the tension between quantity and quality production criteria. Based on data collected from 210 French call centers, this paper aims to test the relations between business contexts, choices of production model, HRM tools and working conditions. Indicators such as voluntary quit rates and of illness absenteeism are used to characterize the diversity of forms of employees’ mobilization and mobility.
Lanciano-Morandat.C, Nohara.H, Tchobanian.R, Socio-Économie du Travail n°31 (Économies et Sociétés, tome XLIII), septembre 2009, p.1531-1564.