Objective
The objective is to draw up a social observation table of call centres, bringing out what characterises work in them, on the basis of a functional typology of such centres. It will be based on the problem area, which includes call centres, not only as players, but as "exemplary" cases of on-going changes in the field of work and, consequently, industrial and social relations, which the latter establishes. Therefore, it is also appropriate to question the pertinence of analytical tools used and, through this original study, contribute to their renewal. It is a matter of facilitating player's understanding - and with their indispensable co-operation - of the issues and social consequences of the current tremendous increase in importance of information and communications technology in the productive process, of which call centres already seem to be one of the most outstanding achievements.
Research on call centres will essentially focus on a quantitative approach. On the basis of an inventory of call centres in partnership countries, a representative sample will be established, which will define the scope of field work.
The work will establish a typology of jobs in these centres on the basis of a detailed study of functions carried out, a study of work situations of a significant sample of operators, and an analysis of industrial and social relations in call centres.
Fields of science (EuroSciVoc)
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Programme(s)
Multi-annual funding programmes that define the EU’s priorities for research and innovation.
Multi-annual funding programmes that define the EU’s priorities for research and innovation.
Topic(s)
Calls for proposals are divided into topics. A topic defines a specific subject or area for which applicants can submit proposals. The description of a topic comprises its specific scope and the expected impact of the funded project.
Calls for proposals are divided into topics. A topic defines a specific subject or area for which applicants can submit proposals. The description of a topic comprises its specific scope and the expected impact of the funded project.
Call for proposal
Procedure for inviting applicants to submit project proposals, with the aim of receiving EU funding.
projects.no_data
Procedure for inviting applicants to submit project proposals, with the aim of receiving EU funding.
Funding Scheme
Funding scheme (or “Type of Action”) inside a programme with common features. It specifies: the scope of what is funded; the reimbursement rate; specific evaluation criteria to qualify for funding; and the use of simplified forms of costs like lump sums.
Funding scheme (or “Type of Action”) inside a programme with common features. It specifies: the scope of what is funded; the reimbursement rate; specific evaluation criteria to qualify for funding; and the use of simplified forms of costs like lump sums.
Coordinator
1210 BRUXELLES
Belgium
The total costs incurred by this organisation to participate in the project, including direct and indirect costs. This amount is a subset of the overall project budget.