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California State University, Dominguez Hills
University of Wisconsin, Parkside
Latest update: June 19, 2000
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Sweatshops and "Call Centres"

Essay by Jeanne Curran and Susan R. Takata
Part of Love 1A Series
Copyright: Jeanne Curran and Susan R. Takata, June 2000. "Fair Use" encouraged.

This essay is based on John Seddon's discussion of a sweatshop approach to handling incoming phone calls: From Sweat Shops to World Class: Transforming Call Centre Operations.


  • commonality of issue: automated call routing
  • tendency to claim knowledge of problems when no understanding of problem
  • adversarial nature of that claim
  • problems traceable
  • inclusion of "morale" in solution