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Articulation work skills and the recognition of call centre competencies in Australia

Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.14/120179

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Title: Articulation work skills and the recognition of call centre competencies in Australia
Related: Journal of industrial relations, Vol. 51, Issue 1 (2009), p.45-58
DOI: 10.1177/0022185608099664
Publisher: Sage Publications
Date: 2009
FoR/RFCD Code(s): 150300 Business and Management 140200 Applied Economics
Author/Creator: Hampson, Ian
Author/Creator: Junor, Anne
Author/Creator: Barnes, Alison
Description: Debates over whether customer service work is deskilled or part of the knowledge economy tend to focus on single issues such as control, emotional labour or information management. Call centre work, however, falls within a spectrum of service jobs requiring simultaneous and multifaceted work with people, information and technology, This activity, which we call `articulation work', is often performed within tight timeframes and requires workers, first, to integrate their own tasks into an ongoing `line' of work, and second, to collaborate in maintaining the overall work-flow. The requisite skills, of awareness, interaction management and coordination, tend to be poorly specified in competency standards that subdivide work into discrete tasks. We compare examples of call centre competency standards with case study accounts of the use of articulation work skills, arguing the need for a taxonomy allowing the recognition of different levels of these skills across the service sector.
Description: 14 page(s)
Subject Keyword: 150300 Business and Management
Subject Keyword: 140200 Applied Economics
Subject Keyword: articulation work
Subject Keyword: call centres
Subject Keyword: competency-based training
Subject Keyword: interactive customer service
Subject Keyword: skills
Resource Type: journal article
Organisation: Macquarie University. Dept. of Marketing and Management

Identifier: http://hdl.handle.net/1959.14/120179
Identifier: ISSN:0022-1856
Identifier: mq-rm-2010005277
Language: eng
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