Resumo

HERNANDEZ AGUILA, Elena de la Paz  e  MORALES MARQUEZ, Juan José. Job oportunities or new ways of precarious work? The call centers on the Guadalajara Metropolitan Area. Espiral (Guadalaj.) [online]. 2017, vol.24, n.69, pp.155-191. ISSN 1665-0565.

This paper discusses the characteristics of jobs in the services sector, especially sales or customer service by phone, emerged in the call centers. These jobs show recent changes in labor relations, where the alleged formality and benefits are questioned, because it is only a new form of job insecurity. For research, call centers’ workers were interviewed in the Guadalajara metropolitan area (ZMG), applying semi-structured interviews about their working conditions. The findings show how most of these jobs are not basic, individual contracts are temporary and can be concluded without liability for the employer; unions are nonexistent; the intensity and job control is high; and the rate is imposed by machines and generate job stress.

Palavras-chave : job insecurity; flexibility; labor markets; call centers; service sector.

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