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Call-Center-Fabrik: Arbeits- und Lebenssituation von Call-Center-Agents

Call-Center-Fabrik: Arbeits- und Lebenssituation von Call-Center-Agents

          
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About the Book

So gut wie jeder Konsument hat in seinem Leben schon einmal ein Call Center in Anspruch genommen - sei es, um Hilfe bei Problemen mit dem Computer, Handy oder dergleichen zu bekommen oder einfach, um etwas zu bestellen. Die Dienste eines Call Centers werden über sogenannte Hotlines beworben und können über leicht zu merkende Telefonnummern erreicht werden. Für jedes mögliche und unmögliche Produkt gibt es mittlerweile eigene Hotlines, so bieten Zigarettenhersteller, Shampoohersteller und viele mehr eine eigene Hotline an. Eines haben diese Hotlines immer gemein: es verbirgt sich dahinter ausschließlich die Struktur eines Call Centers, und um diese geht es in der vorliegenden Arbeit. Call Center werden häufig der "New Economy" zugerechnet, wodurch der Eindruck vermittelt wird, dass es sich um ein neues Managementsystem handelt. Doch ist dies zutreffend? Wie neu ist dieses System? Wer arbeitet eigentlich in Call Centern und zu welchen Bedingungen? Diese Fragen haben mich während dieser Arbeit beschäftigt und diese versuche ich, hoffentlich erfolgreich, zu beantworten. Die Arbeit ist als Milieustudie angelegt, anhand derer ich das System Call Center dem werten Leser näher bringen möchte, um so zu mehr Verständnis für die Arbeit, die Agents in Call Centern leisten, beizutragen. Diese arbeiten in einem System, das sich selbst als modern begreift, jedoch drängt sich bei genauerer Betrachtung der Arbeitsbedingungen von Call Center Agents der Verdacht auf, dass dieses "neue Managementsystem" vielleicht nur eine Modifikation eines althergebrachten, zum Teil heftig kritisierten, Managementsystems ist. Gemeint ist das System des Taylorismus.
About the Author: Roland CSENAR, Soziologe, Soziologiestudium an der Universität Wien. Schüler von Prof. Roland GIRTLER .Abschluss 2007 zum Magister der Sozial- und Wirtschaftswissenschaften.


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Product Details
  • ISBN-13: 9783836660938
  • Publisher: Diplomica Verlag Gmbh
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 6 mm
  • Weight: 131 gr
  • ISBN-10: 3836660938
  • Publisher Date: 15 Apr 2008
  • Height: 210 mm
  • No of Pages: 104
  • Series Title: German
  • Sub Title: Arbeits- und Lebenssituation von Call-Center-Agents
  • Width: 148 mm


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