Volume 48, Issue 1, April 2020, Pages 1–11
Benoît Tine1
1 Chercheur au Laboratoire Larses, Sénégal
Original language: French
Copyright © 2020 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Studying a facet of a society implies being attentive to your daily life, especially at work. Today, work has established itself as a central value in our contemporary societies and has become an important source of identity building. It is undergoing profound changes, particularly in the customer relations sector. Our longitudinal study is based on qualitative data collection methods in two Dakar call centers and on the content analysis method. It shows that the work of call center agents is being distorted and transformed because of the conditions in which it is carried out against a background of rationalization and intensification. The work of call center agents is no longer the dream of the early days 20 years ago; the euphoria has given way to disillusionment. Behind technological developments and relocations, there are hidden labor clashes and misfortunes affecting the worker and his society: acculturation, poor management of human resources and working conditions.
Author Keywords: Call centers, offshoring, crisis, identity, precariousness.
Benoît Tine1
1 Chercheur au Laboratoire Larses, Sénégal
Original language: French
Copyright © 2020 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
Studying a facet of a society implies being attentive to your daily life, especially at work. Today, work has established itself as a central value in our contemporary societies and has become an important source of identity building. It is undergoing profound changes, particularly in the customer relations sector. Our longitudinal study is based on qualitative data collection methods in two Dakar call centers and on the content analysis method. It shows that the work of call center agents is being distorted and transformed because of the conditions in which it is carried out against a background of rationalization and intensification. The work of call center agents is no longer the dream of the early days 20 years ago; the euphoria has given way to disillusionment. Behind technological developments and relocations, there are hidden labor clashes and misfortunes affecting the worker and his society: acculturation, poor management of human resources and working conditions.
Author Keywords: Call centers, offshoring, crisis, identity, precariousness.
Abstract: (french)
Étudier une facette d’une société suppose d’être attentif à son quotidien, notamment à l’occasion du travail. Aujourd’hui, le travail s’est imposé comme une valeur centrale dans nos sociétés contemporaine et est devenu une source importante de la construction de l’identité. Il connait de profondes mutations notamment dans le secteur de relation clientèle. Notre étude longitudinale se fonde sur des méthodes de collectes de données qualitatives dans deux centres d’appels dakarois ainsi que sur la méthode de l’analyse de contenu. Elle montre que le travail de téléconseillers se dénature, se métamorphose à cause des conditions dans lesquelles il s’exerce sur fond de rationalisation et d’intensification. Le travail de téléconseillers dans les centres d’appels ne fait plus rêver comme à ses débuts, il y a 20 ans ; l’euphorie a fait place au désenchantement. Derrière les technologiques et les délocalisations, se cachent des heurts et malheurs du travail affectant le travailleur et sa société : acculturation, mauvaise gestion des ressources humaines et des conditions de travail.
Author Keywords: Centres d’appels, délocalisation, crise, identité, précarité.
How to Cite this Article
Benoît Tine, “Ethnographie des centres d’appels au Sénégal : Des temporalités en crise ?,” International Journal of Innovation and Scientific Research, vol. 48, no. 1, pp. 1–11, April 2020.
