Jamie Woodcock

Dr Jamie Woodcock is a fellow at the LSE. He is the author of Working The Phones, a study of a call centre in the UK inspired by the workers’ inquiry. His current research involves developing this method in co-research projects with Deliveroo drivers and other digital workers in the so-called gig economy. He is on the editorial board of Historical Materialism.

Smile Down the Phone: An Attempt at a Workers’ Inquiry in a Call Center

Smile Down the Phone: An Attempt at a Workers’ Inquiry in a Call Center

I chose the site for my workers’ inquiry the way most people find casual employment: by responding to a generic internet advertisement. The advert for the job that I eventually got directed applicants to ring a voicemail number that instructed them to leave a message with their name, number, and why they would be good at the job. I received a call the following day and was invited to come in after the weekend for an interview.