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CIAO DATE: 5/5/2007
Call centers and the new jobs of the 21st Century
Jordy Micheli Thirión
April 2007
Abstract
Call centers emerging industry is a dynamic sector in global economy and accounts worldwide jobs in millions. This article shows the tayloristic characteristics of labor process, geographical expansion trends of telemarket firms and concentration job in young people as well as the weakness of the labor relations in the industry. The conclusion is that structure of contemporary postindustrial capitalism constitutes a framework for call centers industry growth. That structure is characterized by: a need for managing the information and communication flows in a competitive way within several firms and organizations; the remarkable innovation wave in digital technology sectors and structural unemployment among young people, bachelors or graduates. In the context of an expanding tertiary economy, call centers become a pattern for managing work and creating jobs in 21st Century
