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Information Work and the Proletarian Condition Today: The Perception of Brazilian Call Center Operators Travail des services informatiques et l'état prolétaire aujourd'hui: la perception des opérateurs brésiliens de centre d'appel Empleos de información y la condición proletaria: como lo perciben los trabajadores de los Call Center de Brasil

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The increase in company outsourcing over the last two decades has led to the development of a new type of worker on the margins of the productive system: the Call Center operator. Responsible for a wide range of information services, the rapid expansion in call centers has stirred the interest of a number of researchers in different areas of knowledge. Analyzing the work of the call center operator, the article looks to deepen our comprehension of the sea-change currently affecting today's working class. In contrast to what many forecasted some 15 years ago, the information revolution has failed to dissolve the opposition between manual and mental work activities: instead, it has served as a key instrument for controlling and routinizing intellectual work. L'augmentation aux companies qui externalisent le travail pendant les deux dernières décennies a mené au développement d'un nouveau type d'ouvrier sur les marges du système productif: l'opérateur de centre d'appel. Responsable d'un éventail de services de renseignement, l'expansion rapide aux centres d'appel a remué l'intérêt d'un certain nombre de chercheurs dans des domaines diverses de la connaissance. Analysant le travail de l'opérateurs de center d'appel, l'article regarde pour approfondir notre compréhension de la transformation qui a ecte actuellement la classe ouvrière d'aujourd'hui. Contrairement à ce que beaucoup en ont prévu il y a quinze ans, la révolution informatique n'a pas dissous l'opposition entre les activités manuelles et mentales de travail : au lieu de cela, elle a servi un instrument principal pour commander et routiniser le travail intellectuel. El incremento de la subcontratación en las últimas dos décadas ha producido un nuevo tipo de trabajador en los márgenes del sistema productivo: el operador de Centrales telefónicas (Call centers). Su rápida expansión, motivada por una ampliación de los servicios correspondientes, el tema ha merecido la atención de investigadores variados. Al analizar el trabajo del operador del "Call Center", el artículo trata de entender el gran cambio que se ha producido en la clase trabajadora. En contraste con lo que se pronosticaba hace unos quince años, la revolución en la información no ha liquidado la oposición entre trabajo manual e intelectual, en vez de ello, ha servido como un instrumento básico para controlar y hacer rutinario el trabajo intelectual.

Affiliations: 1: University of São Paulo, São Paulo, Brazil

10.1163/187188607X163185
/content/journals/10.1163/187188607x163185
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/content/journals/10.1163/187188607x163185
2007-01-01
2016-12-09

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