The impact of ICT, workplace relationships and management styles on the quality of work life: insights from the call centre front line

Using a case study approach, this paper investigates how workplace relationships, management styles and information and communication technologies (ICT) shape and influence the quality of work life (QWL) in two Australian call centres: Govtcall and Marketplus. In many ways, call centres epitomise the shift towards technology-based work, with ICT defining and dictating both the work process and the management of performance. While call centres now represent a critical element of the business cycle of many organisations, the use of ICT in the work process has led to the emergence of various job quality issues. This paper argues that workplace relationships and management styles have a pervasive impact on the QWL, not only mitigating the adverse effects of ICT, but also promoting sustainable productivity and employee performance. Importantly, the study demonstrates that organisations have significant control and influence over QWL outcomes even where ICT is extensively utilised in the work process.