The Algorithmic Call Centre
(2025) FEKH49 20251Department of Business Administration
- Abstract (Swedish)
- Research question: How do employees at call centres perceive algorithmic management?
Purpose: This study aims to provide insights into how employees in a call centre perceive algorithmic management.
Methodology: The study employed a qualitative research method, incorporating interviews with a relativist and social constructionist perspective, to fulfill its purpose and address the research question. For the analysis, the three-step method by Rennstam and Wästerfors (2018) was employed, and subsequently, an abductive approach to determine a conclusion. The sample consisted of seven former employees from four different companies, operating in the Swedish loan brokerage industry.
Theoretical perspectives: This study is positioned within... (More) - Research question: How do employees at call centres perceive algorithmic management?
Purpose: This study aims to provide insights into how employees in a call centre perceive algorithmic management.
Methodology: The study employed a qualitative research method, incorporating interviews with a relativist and social constructionist perspective, to fulfill its purpose and address the research question. For the analysis, the three-step method by Rennstam and Wästerfors (2018) was employed, and subsequently, an abductive approach to determine a conclusion. The sample consisted of seven former employees from four different companies, operating in the Swedish loan brokerage industry.
Theoretical perspectives: This study is positioned within algorithmic management research, with previous literature consisting of both perceptions and utilisation. The study further has a theoretical foundation in the performance management, performance measurement, and surveillance literature.
Result: Employees in call centres perceive algorithmic management as stressful due to the performance-oriented and competitive environment it entailed. The intense environment fostered a "come-and-go" employment culture, where even well-performing employees did not stay for prolonged periods, creating opportunities for younger individuals to advance quickly in the company. However, this did not encourage them to stay longer than others.
Conclusions: Algorithmic management was perceived as intensifying the culture, further enhancing an already competitive and performance-oriented environment. As a result, employees perceived that they were solely working to increase individual statistics and resorted to bypassing practices and cheating to manipulate them. Team leaders were perceived as inexperienced due to their young age, and their assignments were viewed as easy, as their decision-making relied solely on algorithmic data. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9207019
- author
- Kajström, Måns LU and Löhr, Ludvig LU
- supervisor
-
- Dan Kärreman LU
- organization
- course
- FEKH49 20251
- year
- 2025
- type
- M2 - Bachelor Degree
- subject
- keywords
- Algorithmic Management, Call Centre, Employee Perceptions, Performance Management, Surveillance
- language
- English
- id
- 9207019
- date added to LUP
- 2025-09-22 11:13:46
- date last changed
- 2025-09-22 11:13:46
@misc{9207019,
abstract = {{Research question: How do employees at call centres perceive algorithmic management?
Purpose: This study aims to provide insights into how employees in a call centre perceive algorithmic management.
Methodology: The study employed a qualitative research method, incorporating interviews with a relativist and social constructionist perspective, to fulfill its purpose and address the research question. For the analysis, the three-step method by Rennstam and Wästerfors (2018) was employed, and subsequently, an abductive approach to determine a conclusion. The sample consisted of seven former employees from four different companies, operating in the Swedish loan brokerage industry.
Theoretical perspectives: This study is positioned within algorithmic management research, with previous literature consisting of both perceptions and utilisation. The study further has a theoretical foundation in the performance management, performance measurement, and surveillance literature.
Result: Employees in call centres perceive algorithmic management as stressful due to the performance-oriented and competitive environment it entailed. The intense environment fostered a "come-and-go" employment culture, where even well-performing employees did not stay for prolonged periods, creating opportunities for younger individuals to advance quickly in the company. However, this did not encourage them to stay longer than others.
Conclusions: Algorithmic management was perceived as intensifying the culture, further enhancing an already competitive and performance-oriented environment. As a result, employees perceived that they were solely working to increase individual statistics and resorted to bypassing practices and cheating to manipulate them. Team leaders were perceived as inexperienced due to their young age, and their assignments were viewed as easy, as their decision-making relied solely on algorithmic data.}},
author = {{Kajström, Måns and Löhr, Ludvig}},
language = {{eng}},
note = {{Student Paper}},
title = {{The Algorithmic Call Centre}},
year = {{2025}},
}