The work in customer care services. Human Resource Management and organizational structures in the experience of Call Centers in Calabria

In this article, that is part of wider research project, the authors propose a reflection about the work theme and some relevant issues like: the problem of unemployment, the access to labour market, job insecurity and the new nostandard job and their effects on life cycles and job careers; the transformation of labour market and the post-fordist reorganization of new working sectors; the connection between educational levels and worker’s competences and the process of competences acknowledgement in work context. The research purpose was to reconstruct the main individual and context factors that affect organizational well-being of Call Centers workers. In the research proposal the Authors joint the reflection about the factors mentioned before and the suggestion that came from the data analysis with the intent to determinate if Call Centers, like new working sector of late affirmation, especially in Calabria where Call Centers expanded greatly in the last decades, reflect or move away from the trends of Italian labour market and specific of the south of Italy.

Keywords: Trends of labour market in Calabria, employment transformation, Call Center, job careers, core competences, human resource management

Antonella Bruno, Eugenio Vite, Il lavoro nei servizi alla clientela. Gestione delle Risorse Umane e modelli organizzativi nell’esperienza dei Call Center in Calabria in "SOCIOLOGIA DEL LAVORO " 126/2012, pp 132-147, DOI: 10.3280/SL2012-126009