Programme full

Poster Presentations
THURSDAY 16 APRIL 2015 15:00-15:30
POSTER 9
‘Contested Terrains’: Uncovering the Socio-technical Dynamics of Call Centre Labour
Johnstone, J.
(Abertay University)
The goal of this paper is to support previous claims toward the deskilling of workforces within call centres through
reassigning human behaviours to technological systems (Ellis & Taylor 2006). By synthesizing sociological and
managerial perspectives, this paper will show that the use of socio-technical systems has negatively transformed the
nature of work within call centres, by conducting focus groups and depth-interviews with call centre employees;
extracting subjective accounts surrounding the usage of socio-technical systems (automatic dialling, scripted dialogue,
remote monitoring etc.). Additionally the design of buildings and physical layouts of workplaces were examined. It was
evidenced that although the use of socio-technical systems may marginally enhance worker discretion, giving rise to
higher levels of job satisfaction, this is not widespread. Those interviewed predominantly viewed the use of sociotechnical
systems as regressions rather than progressions; generating minimal skill requirement, diminished levels of
autonomy, and maximization of call-handling times; fostering emotional withdrawal, mental and physical fatigue – thus
producing what the author calls contested terrains. Furthermore, building design was described unfavourably,
conditions fluctuating from excessively hot to extremely cold, along with overly strict demarcations of space lacking
any sense of privacy or comfort. In conclusion, the present study contributes toward current discourse surrounding
deskilling by providing key insight into worker experiences.
References
Ellis, V. & Taylor, P. 2006. 'You don't know what you've got till it's gone': re- contextualising the origins, development
and impact of the call centre. New Technology, Work and Employment. 21 (2): pp.107-122.
POSTER 10
Faith Community and Social Action: A Case of Nizari Ismaili Muslims
Khimani, Z.
(University of Cambridge)
In conventional social thought, religious groups and communities are often seen as privileging the world hereafter at
the cost of the material world. This leads to the general view that such groups are fatalists in their worldview. The
ethereal otherworldly concerns with God, soul and salvation dominate the concerns about making the most in this
world.
In this respect, my research on Nizari Ismaili Muslims will provide an alternative conception, which will empirically
challenge such conventional understanding of faith communities. The case of Nizari Ismaili Muslims illustrates as to
how the community with its ethos of creating a balance between the worldly and spiritual aspects of lives provides
meaning and impetus for positive social action to improve material and environmental conditions, both of the
community members and society at large, which nurture contexts for one' spiritual growth.
The analysis is based on set of data collected as part of my professional work with Aga Khan Development Network
and doctoral studies at the University of Cambridge. The qualitative research was carried out through observations,
and semi-structured interviews with Ismaili community members living in UK and abroad. The findings suggest that for
Nizari Ismailis, material world is not an affliction, which needs to be cured but is a sign of God's infinite blessings.
Thus, for Nizari Ismailis task of faith communities is to cultivate moral beings that could maintain a balance between
faith (Din) and the material world (Dunya) because spiritual quest can only be enabled through human welfare and
development.
POSTER 11
The Role of Social Ties in Careers of Skilled Migrants in the North-east England
Kozhevnikov, A.
(Newcastle University)
Highly skilled migrants represent an increasingly significant component of the total migration stocks in developed
countries. Despite this fact, our understandings of skilled migrants' experiences remain limited, particularly within the
context of the United Kingdom. Therefore, career pathways of foreign workers remain under-theorized and
overwhelmingly underrepresented in academic literature, without theoretical framework developed at an appropriate
level.
BSA Annual Conference 2015 50
Glasgow Caledonian University