Management practices in call centers : consequences on operators well-being

Sociological literature classically distinguishes two standard models of call centres. In the panoptical type, profitability is especially sought in using a strict control of productivity of operators, which are confronted with simple and repetitive tasks. In the political model, quality of service is more invested and operators deal with tasks with strong added value requiring autonomy and competence. This paper reports a comparative study between two units of the same company situated in a contrasted position between these two poles. Through a detailed analysis especially centred on emotions at work and organisational practices, the consequences for the operators have been examined. The research confirms that employees face the constraints of each working situation through contrasted coping strategies, some of those put on view a deterioration of their well-being. The longer-term consequences, in particular on health, are discussed and put in connection with the literature on the precursors of burnout. In conclusion, the authors show namely the importance to put in adequacy practice and intensity of control with nature and complexity of tasks.