The realm of call centers and trade unions

Abstract

This dissertation focused on the call center industry and its growing importance in developed and developing countries in respect to unionization effort in that area. Call centers are mostly located in developing countries. And it may be favorable for these countries because it might bring employment, but sure that it is not favorable for workers in respect to working conditions. Unfortunately, the sector predominantly offers low-skilled, low-waged and highly flexible jobs in terms of working hours and term of contracts.As many countries around the globe provide call center service, type of the call center work, workforce, and quality of work life issues, and unionization of call center workers have become growing importance and growing interest both in the academic and union world. The objective of this study was to find out the interest on the activities of union organizing in the relevant academic literature. In this context this study attempted to examine the expansion of call centers, features of call center work and workforce as well as geographical distribution of centers and unionization in call centers through reviewing relevant academic literature.