Learning Reflection

Presenter 2: Discuss – van de Broek (2002), can technology be used to assist managers to measure work output and monitor workers and if so what implications does this have for trends in work? Discuss call center work in relation to key issues about workers in the knowledge economy and management innovations.

MONITERING AND SURVAILLANCE IN CALL CENTRES: SOME RESPONSES FROM AUSTRALIAN WORKERS

There is a rapid growth of the call center industry throughout the world. One of the countries where there is a significant growth in the industry is Australia. However, there are numerous issues that have affected the industry, including absenteeism, employee turnover and burnout. There is also intensive employee monitoring which is affecting the morale of workers, this has been made worse by the growth of technology, which enables sophisticated approach to monitoring (Broek, 2002). Despite this, many call centers have embraced approaches such as teamwork to ensure employees do not feel downgraded. Various approaches have been brought forward to deal with the treatment of workers within the organization. One of these includes the use of targeted recruitment where selected recruits with desirable personalities are employed within the industry. The writer notes that an increase in control strategies within the industry leads to less productivity among the workers. Based on the article; Technology had provided an efficient way in which managers can monitor workers and measure the output of the workers. There is numerous software, which provide managers with an easier approach of ensuring this were done effectively (Broek, 2002). Although this is beneficial to the managers, it can have a harmful effect to employees since they might feel over pressured to perform to certain standards. Call center workers are in the knowledge economy since their work does not involve production of any actual commodity, it actually involves exchanging information. Management innovations have made it easier for call center operations to increase in scale and volume due to the use of technology within the workplace.

RERERENCES

Broek, D. (2002). Monitoring and Surveillance in Call Centers. LABOUR AND INDUSTRY, 12(3), 43-60.