It is also taken into account when managers determine rates of pay and bonuses for workers. This type of management control shows a strong similarity with the time and motion studies strongly resisted by many workers throughout the 20th century. The problem with such claims is similar to the claims with some management studies we discussed earlier, that is they are at best generalisations. The fact is that in many ways call centers are a new form of work organisation and as such specific problems with the way work is organised is now becoming apparent. Having said this the underlying logic of employers has remained consistent.
Bosses are interested in getting the most out of workers for the least pay.
Of course they use the words such as efficiency, flexibility and increased productivity to disguise this aim. While this will never change, different employers have different strategies to achieve these basic aims. For example, there are a number of employers who see themselves as long term players in this industry. We can expect some of these at least to be concerned about these problems because they see high labour turnover, a high incidence of stress and workplace injury preventing them from making profits and achieving a competitive advantage. On the other hand other employers will follow a strategy of 'wringing employees dry' and then when they leave simply replace them.