Stratégies de gestion dans les centres d’appels brésiliens : omniprésence et visibilité

• Main Author: Selma Venco
• Format: Article
• Language: English
• Published: Université Catholique de Louvain 2009-11-01
• Series: Recherches Sociologiques et Anthropologiques
• Online Access: http://journals.openedition.org/rsa/146

The question of the encounter between imported management arrangements and socio-historical configurations is examined in the case of Brazilian call centres. The article first of all recalls that these arrangements, generally imported from the United States, claim to increase the companies’ competitiveness, in basing themselves on criteria deemed universal.Yet, in Brazil, the globalized management models are put to work by directors wanting to grasp their potentials for intensifying their domination processes in capital-labour relationships. In effect, these management forms have been renewed to try and instill in tele-operators a partisan interiorization of work standards, by applying an adminstrative and management control anchored in technology. The article suggests that this “hand to hand” system of management also has an effect on the fragility level of salaried workers, caught up in the combined effects of high unemployment levels and similar social relationships.