ABSTRACT
This chapter explores strategies of workers regarding job quality in call centres in Poland in the conditions of highly flexible management practices. The chapter discusses the potential impact on job quality of workers in their workplaces on the basis of qualitative research. As the research shows, the main attributes of work in a call centre are: high intensification of work, pressure on ‘efficiency’, standardization of work, managing by constant control (‘disciplinary glance’) and stress. Work and employment are also characterized by high flexibility and a striving for cost reduction, as well as performing emotional labour. The author analyses strategies of workers using Albert O. Hirschman categories – to what extent call centre workers try to impact their job quality (‘voice’) and in which cases they choose the ‘loyalty’ and ‘exit’ options.
