Abstract

MANFREDI, Pablo Andrés. The promotion of disobedience in call centers. Estud. trab. [online]. 2022, n.64, pp.61-88. ISSN 0327-5744.

This paper analyses the promotion and government of disobedience in call centres. The hypothesis of this paper argues that the company appropriates certain behaviours perceived as “deviant”, within the framework of the promotion of a disobedient attitude both of its company rules and of social conventions; this disobedience is redirected and used in favour of the company itself. For this purpose, we take as an observer a model of attention implemented by Personal S.A. called Wow! This analysis is developed from the perspective of governmentality, as it allows us to analyse the polyvalence of the power-resistance relationship, combining a micro scale of concrete techniques with a macro scale of governmental rationalities. The conclusion aims to characterise a business strategy that combines the personal development of workers, the disobedience of rules and its own economic benefit. At the same time, it questions and constructs a flexible and responsible subject capable of assimilating contradictory normative registers.

Keywords : Disobedience; Governmentality; Call center; Subjectivation.

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