"Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre"
by Bain, Peter; Taylor, Phil (2000)
This article presents a thoroughgoing critique of Fernie and Metcalf’s perspective, that the call centre is characterised by the operation of an ‘electronic panopticon’ in which supervisory power has been ‘rendered perfect’. Drawing on evidence from a telecommunications call centre the authors analyse the significance of emerging forms of employee resistance.
KeywordsFoucault, Panopticon, Call Centre Work, Work Supervision, Surveillance, Telecommunications, Employee Resistance
ThemesOn Foucault, Foucault, Call Centres
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