Call centres now represent an emerging business activity across the developed and developing world. This paper explores the forms of employee voice being utilised in Australian call centres and the issues on which employees have a voice over. The paper also examines employee attitudes towards these mechanisms and the level of involvement or consultation they possess. Utilising questionnaires and focus groups from ten call centres, we find that direct employee voice channels are the most common form but that these do not tend to be formalised structures. Employees tend to be content with the status quo in this regard with hostility rather than engagement being expressed towards being represented by trade unions.
Work in Progress: Crises, Choices and Continuity: 24th AIRAANZ Conference (AIRAANZ 2010). Work in Progress: Crises, Choices and Continuity: Proceedings of the 24th Conference Association of Industrial Relations Academics of Australia and New Zealand (AIRAANZ 2010) (Sydney 3-5 February, 2010)