Implementing of control and consent mechanisms in work organizations: Turkey call center case

The aim of this study is to reveal which control and consent dynamics are in use action in call centers with respect to economy-politic perspective. The main theoretical framework of thesis is generally critical theory and the approaches of critical management studies, and particularly labor process theory. The critical perspective adopted in the study has been required to focus on the oppression and consent process which are different from the mainstream literature owing to its nature. Accordingly, the field study is designed in accordance with qualitative research and data collection has been done through in-depth interview and observation method. The data have been interpreted through content analysis. In the study in which it has been approached control phenomena with critical manner, it is concluded that in addition to simple direct control, technical control and bureaucratic control, also precarious work which is the result of neoliberal policies and unemployment which is the reflection of capitalist system has become the most obvious indirect control elements which pawed the way for oppression and consent in the call centers. Keywords: Control, consent, labour process theory, critical management studies, call centers