ABSTRACT
Despite the global presence of call centres, most of the academic contributions to date are US/UK driven and are framed within a ‘contingency’ theoretical perspective,1 where technology plays the most influential role in the call centre labour process. Whilst this is valuable in its own right, little emphasis has been placed on ‘institutional’ comparative analysis, especially within countries where call centres have recently started to attract public attention. This chapter begins to address this research gap by examining whether technology does, in fact, play the most influential role in guiding the nature and management of call centre work within a selection of organisations operating in Greece.
