Unformatted text preview: work; since that is not the focus of the
present article, the use made of interview data here is limited). I interviewed four
call centre managers, two supervisors and six operators, employed in ®ve
dierent centres located in central Scotland, northern England and London
(these are a subset of the seven mentioned above). All interviews were
conducted individually, in most cases face to face but in two cases on the
phone. (All but two took place `o-site', for reasons explained below.) Interviews
were `semi-structured' ± I had a schedule of questions, but I encouraged
informants to respond at length where they had more to say, and to introduce
additional concerns. Each interview lasted at least 30 minutes.
It will be evident from the details just given that dierent centres I had
dealings with provided dierent kinds and quantities of information. This
re¯ects some problems associated with researching commercial enterprises in
general and call centres in particular.6 In cases where I undertook observation...
View Full Document
- Spring '08
- The Land, Call centre, Blackwell Publishers Ltd.