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Gender On The Line: Technology, Restructuring And The Reorganization Of Work In The Call Centre Industry, Policy Report, Ruth Buchanan, Sara Koch-Schulte

Commissioned Reports, Studies and Public Policy Documents

This project, a case study of the emerging call centre industry in Canada, examines the impacts of restructuring on those in the lower tiers of the labour market. The first stage of the study surveyed managers at call centres in three sites in Canada: New Brunswick (St. John, Moncton and Fredericton), Winnipeg, Manitoba, and Toronto, Ontario. Issues surveyed included types of call centre applications, labour force composition (age, gender, race and disability), wage rates, hiring, training and promotion. The survey results clearly established that women and youth make up the majority of the call centre work force across Canada. The …