Job Quality in an Era of Flexibility

7Job quality dynamics at the call centre

Workers’ strategies in Poland¹

Justyna Zielińska

Introduction

In this study I depict the call centre industry in Poland, precisely in Warsaw, with reference to job quality.² The call centre industry was chosen for two reasons. Firstly, it is part of the service industry and the private sector in which the highest percentage of workers in Poland are employed nowadays compared to the industrial, agricultural and public sectors, and as in other countries, the increase in employment in the service sector has coincided with the weakening of the position of the employees towards the employers (e.g. significant increase in unemployment, deregulation of the labour law, substituting contracts of employment ...