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Moreira, V. L. C., Marques Alves, P. & Botelho, M.C. (2017). The reasons for dissatisfaction with work and turnover. Case study in a call centre of a Portuguese bank. 13th Conference of the European Sociological Association – (Un)Making Europe: Capitalism, Solidarities, Subjectivities.

V. L. Moreira et al.,  "The reasons for dissatisfaction with work and turnover. Case study in a call centre of a Portuguese bank", in 13th Conf. of the European Sociological Association – (Un)Making Europe: Capitalism, Solidarities, Subjectivities, Atenas, 2017

@misc{moreira2017_1726880411848,
	author = "Moreira, V. L. C. and Marques Alves, P. and Botelho, M.C.",
	title = "The reasons for dissatisfaction with work and turnover. Case study in a call centre of a Portuguese bank",
	year = "2017"
}

TY  - CPAPER
TI  - The reasons for dissatisfaction with work and turnover. Case study in a call centre of a Portuguese bank
T2  - 13th Conference of the European Sociological Association – (Un)Making Europe: Capitalism, Solidarities, Subjectivities
AU  - Moreira, V. L. C.
AU  - Marques Alves, P.
AU  - Botelho, M.C.
PY  - 2017
CY  - Atenas
AB  - Following the emergence of the "flexible accumulation” (Harvey, 1989), the call centres emerged and expanded. This “tayloristic, housewifized service labour” (Fuchs, 2014), is the symbol of the business model of the current stage of capitalism, which is subordinated to a logic of rationalization of costs, through the widespread of a generalized precariousness.
Alongside with the old coercive ones, new hegemonic logics of domination (Burawoy, 1979) are implemented and a newspeak arises in order to produce the consent of domination, leading the workers to cooperate with the reproduction of the capital.
Under these conditions, collective action is very difficult and the individual exit is the attitude that prevails.
This paper is based on a research in a call centre of a bank where the turnover among the outbound operators is very high. Its goal is to understand the reasons that can induce this phenomenon. A structured questionnaire was administered to the operators that put an end to their contracts with the temporary work agency that placed them in the call centre.
Former workers felt that they were unable to intervene in the organization of their work, that they were not free in the execution of the tasks, which were not varied, and that they do not identify with them.
As a consequence, they were exhausted emotionally, with a feeling of disbelief and dissatisfied with the job content, what may have led to the exit attitude. It was concluded that the reward for positive feedback at work and the identification with the performed tasks are key influencers of satisfaction, relationship that is mediated by burnout, especially for emotional exhaustion.
ER  -