Documents Roque, Isabel 3 results

"In the 21st century the introduction of digital technologies has been accompanied by a rise in precarious, cheap and vulnerable work. Call centres represent a part of the service sector that exemplifies many aspects of technological innovation, being one of the fastest developing forms of digitalised work. This article draws on 30 semi-structured interviews conducted between 2014 and 2017 with former and present Portuguese and British call centre workers, trade union delegates, activists and academics, aiming at analysing the engagement between trade unions and social mobilisation, that is, how workers engage in new forms of organisation in Portuguese and British call centres."

"The use of digital platforms for managing work grew considerably in Portugal, especially in the aftermath of the Great Recession. This new form of digital and platform work intensified the use of an on-demand workforce, not involved in the bargaining process, subject to indecent working conditions, social control and surveillance and the possibility of accessing social benefits, creating new obstacles for organising. Between 2019 and 2021, semi-structured interviews with workers, activists involved in associations and social movements, trade unionists and key informers were conducted. Also desk research involved five case-studies in Portugal, as part of a European research project. Results allowed to establish a typification of digital platform workers and to analyse collective action and voice in the country."