This book discusses workplace harm through an ultra-realist lens and examines the connection between individuals, their working conditions and management culture. It investigates the reorganisation of labour markets and the shift to flexibility and highlights working conditions and organisational practices within which multiple harms occur.

As a product of its time, the call centre utilises new developments in telecommunications and information technology to offer cost-efficient delivery systems for customer care. Efficiency, productivity and flexibility are all embodiments of neoliberal market capitalism and are all personified in the call centre operation, as well as the structure of the labour market in general. Thus the individual and the workplace are embedded in a variety of global processes. In order to frame the context in which call centre operations exist today and their employees (mainly young men and women)...