Under Construction: The Continuing Evolution of Job Structures in Call Centers

Abstract

We study inbound call centers in fourteen businesses, using interview‐based case studies. Contrary to the notion that U.S. businesses are eliminating job security and internal career tracks, these firms still incorporate these features in their job structures, and in many cases businesses that initially dismantled job and career structures ended up rebuilding them. The paper suggests a more nuanced account of changing job structures that incorporates market, institutional, and agency factors.

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