Stuck for Choice? The Work Life Experiences of Mature-Aged Workers in a New Zealand Call Centre

Although there has been a great deal written globally about the ageing population, and the potential socio-economic implications of aged workers on developed economies, only recently has attention been paid to how aged workers experience work in the new economy. Increasingly, there is evidence to suggest mature-aged workers experience considerable difficulties in finding work, with age discrimination becoming increasingly prevalent. This paper examines the work life experiences of 10 mature-aged workers in a New Zealand call center: Tadco where 31 per cent of the workforce comprises those in the 50 years plus age groups. Reporting on the individual accounts of aged workers in Tadco, this paper raises some contentious issues relation to the employment of aged workers, including whether mature-aged workers are filtered into precarious working conditions because of the lack of opportunities elsewhere, whether there is a deliberated strategy to hire mature-aged workers into low quality jobs, and what the motivations are behind this

Stuck for Choice? The Work Life Experiences of Mature-Aged Workers in a New Zealand Call Centre

Although there has been a great deal written globally about the ageing population, and the potential socio-economic implications of aged workers on developed economies, only recently has attention been paid to how aged workers experience work in the new economy. Increasingly, there is evidence to suggest mature-aged workers experience considerable difficulties in finding work, with age discrimination becoming increasingly prevalent. This paper examines the work life experiences of 10 mature-aged workers in a New Zealand call center: Tadco where 31 per cent of the workforce comprises those in the 50 years plus age groups. Reporting on the individual accounts of aged workers in Tadco, this paper raises some contentious issues relation to the employment of aged workers, including whether mature-aged workers are filtered into precarious working conditions because of the lack of opportunities elsewhere, whether there is a deliberated strategy to hire mature-aged workers into low quality jobs, and what the motivations are behind this

Precarious Employment in the New Zealand Call Centre Industry

Precarious employment is an increasingly prevalent phenomenon in contemporary labour markets. Research on the call centre industry has not only identified a growing use of non-standard employment arrangements, but also evidence to indicate that precariousness may be a feature of employment in this industry. Despite this evidence, however. There is still little known about the extent to which precarious employment is an integral part of the NZ call centre context. In addition, there has been scant research on the individual experiences of non-standard workers employed in the call centre industry. This paper aims to address the gaps in the literature by essentially 'marrying' these three broad areas of research. A framework for measuring precariousness is introduced and examined in relation to two case study call centres, selected to facilitate a comparative approach. Based on in-depth interviews with case study participants and key stakeholders, this paper examines the applicability of this framework to the NZ call centre context. Key findings from the study indicate that precarious employment is indeed a phenomenon that affects non-standard workers in the NZ call centre industry. A number of policy concerns are raised through the data, particularly where the incidence of precarious employment is associated with the lack of organisational compliance with employment legislation

Precarious Employment in the New Zealand Call Centre Industry

Precarious employment is an increasingly prevalent phenomenon in contemporary labour markets. Research on the call centre industry has not only identified a growing use of non-standard employment arrangements, but also evidence to indicate that precariousness may be a feature of employment in this industry. Despite this evidence, however. There is still little known about the extent to which precarious employment is an integral part of the NZ call centre context. In addition, there has been scant research on the individual experiences of non-standard workers employed in the call centre industry. This paper aims to address the gaps in the literature by essentially 'marrying' these three broad areas of research. A framework for measuring precariousness is introduced and examined in relation to two case study call centres, selected to facilitate a comparative approach. Based on in-depth interviews with case study participants and key stakeholders, this paper examines the applicability of this framework to the NZ call centre context. Key findings from the study indicate that precarious employment is indeed a phenomenon that affects non-standard workers in the NZ call centre industry. A number of policy concerns are raised through the data, particularly where the incidence of precarious employment is associated with the lack of organisational compliance with employment legislation

Occupational Stress in the Service Sector: A New Dimension

Previous research on occupational stress is limited in that it has tended to focus on the individual and is frequently located within occupations that are deemed to be stressful, such as nursing and policing. The intention o f this paper is to broaden the scope of analysis by investigating a range of employment factors (i.e. heavy workloads, interpersonal relationships and organisational factors) which can contribute to stress amongst workers and to include more industry sectors. In particular, this paper endeavours to draw attention to occupational stress amongst workers in emotionally demanding, so-called "low risk industries” - namely the call centre and hospitality industries, and to explore their perceptions of stress, their attitudes concerning managing stress and their responses to the inclusion of stress detailed in the Health and Safety in Employment Amendment Act, 2002. Findings, from two studies indicate that working in the hospitality and call centre industries can be stressful and that most workers are vulnerable in terms of their poor working conditions and low wages. Findings also show that, consistent with other studies, there was low trade union presence and a high rate of casualisation and staff turnover in each of the industries. At the same time there was a lack of overt conflict between management and workers, with an apparent close alignment of goals between the two parties and a style of management that could be described as unitarist

Occupational Stress in the Service Sector: A New Dimension

Previous research on occupational stress is limited in that it has tended to focus on the individual and is frequently located within occupations that are deemed to be stressful, such as nursing and policing. The intention o f this paper is to broaden the scope of analysis by investigating a range of employment factors (i.e. heavy workloads, interpersonal relationships and organisational factors) which can contribute to stress amongst workers and to include more industry sectors. In particular, this paper endeavours to draw attention to occupational stress amongst workers in emotionally demanding, so-called "low risk industries” - namely the call centre and hospitality industries, and to explore their perceptions of stress, their attitudes concerning managing stress and their responses to the inclusion of stress detailed in the Health and Safety in Employment Amendment Act, 2002. Findings, from two studies indicate that working in the hospitality and call centre industries can be stressful and that most workers are vulnerable in terms of their poor working conditions and low wages. Findings also show that, consistent with other studies, there was low trade union presence and a high rate of casualisation and staff turnover in each of the industries. At the same time there was a lack of overt conflict between management and workers, with an apparent close alignment of goals between the two parties and a style of management that could be described as unitarist

Job quality in call centres: key issues, insights and gaps in the literature

The number of call centres has increased rapidly over the last decade as technological advancements have increased the geographical reach and potential applicability of call centre operations to a wide variety of industries and business functions. These developments have been followed closely by an influx of research on various aspects of call centre operations. Issues associated with job quality have arisen from various call centre studies, often incidentally as researchers examine other facets of call centres and their functioning’s. However, there is yet to be a study that deliberately and systematically examines job quality in this context, despite it being widely accepted that job quality is an issue of increasing significance in this sector. This paper takes the first steps towards addressing this deficit by conducting a review of the extant call centre literature, and collecting and reporting on the findings that emerge which can be associated with the concept of job quality. A job characteristics approach is used to evaluate this evidence in relation to specific themes and categories derived through the job quality literature. Important links between the job quality and call centre literatures are highlighted; major issues associated with the quality of call centre work are discussed, and key gaps in the research are revealed. Finally, some direction for future research is proposed, particularly, the need for investigation in to the key determinants of job quality in the call centre context; .an examination of how job quality may be improved; and the impact of key job quality factors on employees and organisations

Connectedness in work relationships and quality of working life: evidence from Australian call centres

Although empirical studies examine how employees perceive their relationships with their coworkers, these studies fail to explain how the quality and strength of co-worker relationships determine the workers\u27 overall quality of working life. Drawing from the growing workplace spirituality literature identifying connectedness at work as a key attribute of strong co-worker relationships and well being, in this paper, we examine the place of connectedness in the quality of co-worker relationships in two Australian call centres. Using the case study approach, we draw similarities and differences between two Australian call centres. Two quite different approaches to people management are found alongside two different outcomes of quality of co-worker relationships and quality of working life

Call centres and the quality of work life: a public/private sector comparison

The quality of work life is a traditionally under-researched area where call centres (CC) are concerned. Similarly, much of the existing call centre research is based on the private sector despite the public sector emerging as a large user of CC operations. This paper is based on empirical research conducted in two Australian CC’s to explore whether and how the quality of work life varies between the two sectors. Findings relating to three quality of work life elements are reported: job content, working hours & work-life balance, and managerial/supervisory style and strategies. Public sector call centre Govtcall emerges as being inferior in terms of all three measures of QWL despite stronger union presence, and the work being more complex and skill intensive. Salesplus on the other hand features a management model that is more akin to what would be expected in a call centre operating under a professional service model, despite the work content in being relatively simple, low skill and more routine to that of Govtcall. Findings challenge the assumptions that firstly, public sector status ensures better working conditions, and secondly, that employee-focussed managerial styles are incompatible with efficient and productive call centre operations