Collective Responses of Call Center Workers in the Case of a Non-Union Worker Organization in Turkey

Bu çalışmanın amacı, Türkiye’de çağrı merkezi çalışanlarının, çalışma koşullarına karşı oluşturdukları kolektif tepkileri incelemek, Çağrı Merkezi Çalışanları Derneği (ÇMÇ-Der)’nin örgütsel deneyimlerini analiz etmek ve derneğin yeni bir aktör olarak çağrı merkezi çalışanlarının çıkarlarını temsil etmek konusundaki etkinliğini ve sürdürülebilirliğini tartışmaktır. Çalışmada derneğin kurucuları ve üyeleri ile odak grup görüşmeleri gerçekleştirilmiş ve daha önceki çalışmanın bulguları geliştirilmeye çalışılmıştır. Enformel örgütün oluşumunda rol oynayan direniş mekanizmaları ve işverence istenmeyen davranış biçimleri analiz edilmiş, Türk Endüstri İlişkileri sisteminde yeni bir örgütlenme biçimi olarak nitelenebilecek ÇMÇ-Der gibi örgütlerin sürdürülebilirliğine vurgu yapılmıştır. Ayrıca temsil edilmeyen çalışan gruplarını temsil edebilme kapasiteleri sorgulanmıştır.

Anahtar Kelimeler:

Kolektif Tepki, Çağrı merkezi, Direniş, Sendika Dışı Emek Örgütü

Collective Responses of Call Center Workers in the Case of a Non-Union Worker Organization in Turkey

The aim of this paper is to explore the informal collective responses of call centre workers to the working conditions in Turkey , analysing the organizational experience of the Association of Call Centre Workers (ACCW) and to discover the effectiveness and sustainability of it as a new actor in representing the interests of call centre workers. Using focus groups, the emphasis was primarily on the motives of the founders and the members of the Association. This study aims to develop the initial findings. The conditions that generate the forms of dissent and misbehaviour underpinning the informal organization are analysed, alongside the consequences for the sustainability of new forms of organization such as ACCW within the Turkish employment relations context. The emphasis is mostly on their ability to represent the unrepresented ones.

Keywords:

call centers, call center workers, representation of interests, non-union worker organizations,

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