Selling skills or selling out? : manufacturing educational need for semi-skilled and un-skilled work.
Degree GrantorUniversity of Canterbury
Degree NameMaster of Arts
This thesis uses interviews, personal experience and documentary evidence to explore the day to day reality of a call centre enviromnent, and uses this to examine: surveillance issues with reference to five theories, and concluding that Braverman's control theories are alive and thriving in the call centre environment; discuss skill; and address the question of who benefits from the provision of basic qualifications. It argues that although benefits have moved in favour of industry, in the call centre sector which already provides inhouse training, it is the institutions offering call centre qualifications that are the sole benefactors.