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
- Reviewed
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