The impact of ICT, workplace relationships and management styles on the quality of work life: insights from the call centre front line

Abstract

Using a case study approach, this paper investigates how workplace relationships, management styles and information and communication technologies (ICT) shape and influence the quality of work life (QWL) in two Australian call centres: Govtcall and Marketplus. In many ways, call centres epitomise the shift towards technology-based work, with ICT defining and dictating both the work process and the management of performance. While call centres now represent a critical element of the business cycle of many organisations, the use of ICT in the work process has led to the emergence of various job quality issues. This paper argues that workplace relationships and management styles have a pervasive impact on the QWL, not only mitigating the adverse effects of ICT, but also promoting sustainable productivity and employee performance. Importantly, the study demonstrates that organisations have significant control and influence over QWL outcomes even where ICT is extensively utilised in the work process.

Keywords:

• call centre
• information and communication technologies (ICT)
• management styles
• quality of work life (QWL)
• workplace relationship

Additional information

Notes on contributors

Zeenobiyah Hannif

Dr Zeenobiyah Hannif is a senior lecturer in the Management Discipline Group, University of Technology, Sydney, and a Senior Research Associate at the Centre of Occupational Health and Safety Research at Auckland University of Technology, New Zealand. Her PhD thesis was awarded in 2007 and examined human resource management (HRM) practices in the Australian call centre industry. Zeenobiyah’s research interests centre of HRM practices and the employee experience, and she has published extensively in this area since 2005.

Anne Cox

Dr Anne Cox is a senior lecturer at the University of Wollongong, NSW Australia. She researches and publishes in three main areas, namely the transfer of multinational companies’ industrial relations (IR)/human resource (HR) management policies and practices across borders, the transformation of HR/IR systems in developing countries and gender equity.

Shamika Almeida

Dr Shamika Almeida is a lecturer in the School of Management and Marketing at the University of Wollongong, NSW Australia. Her teaching and research focus is on human resource practices, employee well-being, employment barriers and success factors for skilled professionals, skilled immigrant worker issues and strategies at start-up organisations.