Disciplined Agency

Disciplined Agency Neoliberal Precarity, Generational Dispossession and Call Centre Labour in Portugal - New Ethnographies

Hardback (07 Jul 2020) | English

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Since the mid-2000s, the harsh reality of call centre employment for a generation of young workers in Portugal has been impossible to ignore. With its endless rows of small cubicles, where human agents endure repetitive telephone conversations with abusive clients under invasive modes of technological surveillance, discipline and control, call centre work remains a striking symbol of labour precarity, a condition particularly associated with the neoliberal generational disenchantment that 'each generation does better than its predecessor'. This book describes the emergence of a regime of disciplined agency in the Portuguese call centre sector. Examining the ascendancy of call centres as icons of precarity in contemporary Portugal, this book argues that call centre labour constitutes a new form of commodification of the labouring subject. De Matos argues that call centres represent an advanced system of non-manual labour power exploitation, due to the underestimation of human creativity that lies at the centre of the regimented structures of call centre labour. Call centres can only guarantee profit maintenance, de Matos argues, through the commodification of the human agency arising from the operators' moral, relational and social embedded agentive linguistic interventions of creative improvisation, decision-making, problem-solving and ethical evaluation.

About the Publisher

Manchester University Press

Manchester University Press

Founded in 1904, MUP is the third largest University Press in England and publishes monographs and textbooks by authors from all over the world. Currently publishing 145 new books a year and managing a portfolio of 14 journals as well as an extensive backlist of over 1000 titles, the Press sells more than 150,000 books each year to a global audience. The Press exports some 50 percent of output to more than 60 countries using representatives in Britain, Ireland and Europe and agents elsewhere including North America, Canada and Australia.

Book information

ISBN: 9781526134981
Publisher: Manchester University Press
Imprint: Manchester University Press
Pub date:
DEWEY: 331.7613811
DEWEY edition: 23
Language: English
Number of pages: 176
Weight: 444g
Height: 234mm
Width: 156mm
Spine width: 20mm