FSD2641 Call Centre Work 2005
The dataset is (C) available for research only (including Master's, doctoral and Polytechnic/University of Applied Sciences Master's theses). The dataset may not be used for teaching, study (e.g. seminar papers, essays) or other theses (Bachelor's theses or equivalent).
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Study description in other languages
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Study title
Call Centre Work 2005
Dataset ID Number
FSD2641
Persistent identifier
urn:nbn:fi:fsd:T-FSD2641Data Type
Qualitative
Authors
- Koivunen, Tuija (University of Tampere)
Other Identification/Acknowledgements
- Korvajärvi, Päivi
Abstract
The data consist of theme interviews of employees and supervisors working in call centres. The main themes were employee commitment and interaction between staff members. Other topics included gender issues, pay and its significance for employment choice, customer relations, feedback, employee-management relations, and recruitment processes.
The interviews were conducted in three call centre enterprises with locations in different parts of Finland. Several different interview shedules were used, depending on the person's role in the organisation. There were 55 interviewees. One participant was interviewed three times and another two times. Some interviewees volunteered, some were suggested by the management, and some were spontaneously chosen by the interviewers.
The dataset is only available in Finnish.
Keywords
customer service; gender; job satisfaction; occupational life; social interaction; wages; working conditions
Topic Classification
- Social sciences (Fields of Science Classification)
- Working conditions (CESSDA Topic Classification)
Series
Individual datasetsDistributor
Finnish Social Science Data Archive
Access
The dataset is (C) available only for research including master's theses.
Data Collector
- Koivunen, Tuija (University of Tampere)
Time Period Covered
2003 – 2006
Collection Dates
2003-03-24 – 2006-03-20
Nation
Finland
Geographical Coverage
Finland
Analysis/Observation Unit Type
Individual
Universe
People living in Finland and working in call centres
Time Method
Cross-section
Sampling Procedure
Non-probability: Purposive
People working in three different call centres were selected to be interviewed. Some of the interviewees were selected by asking for volunteers, some were suggested by the management and some spontaneously selected by the interviewers.
Collection Mode
Face-to-face interview
Research Instrument
Interview scheme and/or themes
Data Files
Transcripts of 59 interviews in RTF and HTML file format.
Data File Language
The data files of this dataset are available in the following languages: Finnish.
Qualitative data are available in their original language only and are not translated.
Data Version
1.0
Completeness of Data and Restrictions
The data were anonymised at FSD according to the researcher's wishes. Names of the interviewees were replaced by pseudonyms or, in some cases, removed altogether. Company names were also replaced by pseudonyms. References to the location of the company offices were replaced by province and statistical grouping of municipalities. In addition to the anonymisation measures, each interview contains a separate usage restriction clause set by the researcher to ensure the anonymity of the participants.
Citation Requirement
The data and its creators shall be cited in all publications and presentations for which the data have been used. The bibliographic citation may be in the form suggested by the archive or in the form required by the publication.
Bibliographical Citation
Koivunen, Tuija (University of Tampere): Call Centre Work 2005 [dataset]. Version 1.0 (2011-07-25). Finnish Social Science Data Archive [distributor]. https://urn.fi/urn:nbn:fi:fsd:T-FSD2641
Deposit Requirement
Notify FSD of all publications where you have used the data by sending the citation information to user-services.fsd@tuni.fi.
Special Terms and Conditions for Access
The interviewees or the names of any other persons mentioned by the interviewees must not be identifiable in published quotations from the data. Furthermore, the companies where the interviewees work must not be identifiable in published material. The pseudonym and job title of an interviewee may be disclosed in published excerpts. Regarding the location of an interviewee's workplace, the province and the statistical grouping of the municipality may be disclosed. A company may be referred to by the pseudonym used for it in the data.
The names of the clients as well as the products and services provided by them must be removed from any published excerpts. For instance, the names of the magazines marketed by a contact centre may not be disclosed. Instead, generic categories, such as [women's magazines], [crafts and hobbies magazines], [children's magazines] and [specialist magazines] can be used to refer to them.
Disclaimer
The original data creators and the archive bear no responsibility for any results or interpretations arising from the reuse of the data.
Related Publications
Koivunen, Tuija (2004) Työhön sitoutuminen yhteyskeskuksessa.Sosiaalipolitiikan pro gradu -tutkielma. Tampere: Tampereen yliopisto.
Koivunen, Tuija (2006). Asiakastyön ruumiillisuus yhteyskeskuksissa. Työelämän tutkimus (4) 1, 1-11.
Koivunen, Tuija (2007). Lehtitilausten puhelinmyynnin kulttuurinen mielikuva ja jokapäiväinen työ. Yhteiskuntapolitiikka (72) 3, 321-329
Koivunen, Tuija (2007). Embodied Voice and Embodied Differences in Call Centre Work. Linköping Electronic Conference Proceedings, Issue 25. Linköping: Linköping University Electronic Press, pp. 317-327.
Koivunen, Tuija (2010) Alue, organisaatio ja naistyöntekijät: kolme näkökulmaa sitoutumiseen. Alue ja Ympäristö, 39:2, 16-26.
Koivunen, Tuija (2010). Practicing power and gender in the field. Learning from interview refusals. Journal of Contemporary Ethnography, 39:6, 682-708.
Koivunen, Tuija (2013). Miesjohtajien yhteisyys uuden talouden yrityksessä. Naistutkimus-Kvinnoforskning, 26:2, 17-28.
Study description in machine readable DDI-C 2.5 format
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