Abstract

PIEDRA GUILLEN, Nancy. Work in Call Centers: The Corporeality of work experience. Rev. Rup. [online]. 2020, vol.10, n.1, pp.103-137. ISSN 2215-2989.  http://dx.doi.org/10.22458/rr.v10i1.2752.

This article presents some of the results obtained in a social investigation aimed at exploring the daily life of call center workers in Costa Rica. Its purpose is to analyze their working conditions and experience, through interviews and surveys from the perspective of their body and emotions: what I call the corporeity of work. The study dwells on intimate experience, and links elements which are usually left out when work transformation processes are studied. It observes the conditions in which people work and are employed and how they subjectively experience these conditions, from within their bodies and emotions. After briefly putting in context the subject matter and establishing the development of subcontracting companies in the area of telecommunication services, it analyzes the conditions of employment and work, and then delves into the value of work, temporality, labor flexibility and health effects, as well as call center culture. This text allows us to examine the life experience of a group of workers not often studied in the country.

Keywords : sociology of work; sociology of emotions; working conditions; employment conditions; corporeity of work.

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