Are call centers sweatshops?

Abstract

A call center is a division that specializes in dealing with customers. Early studies on call centers regarded them as strategically important areas that, despite some negative aspects, were acknowledged to possess a certain level of expertise and to have a high degree of autonomy as interfaces for customers. However, this view gradually changed, with call centers coming to be seen as workplaces typified by harsh working conditions and isolated from the other divisions of the company. Therefore, research in recent years has entirely focused on these negative aspects, while ignoring the positive aspects.