Between Institutional Representation and Collective Action: The Variety of Trade-Union Practices in a Call Center

“Special Report”: Being Part of the Working World
By Adrien Mazières-Vaysse

This paper studies trade-union action in a call-center company, and describes how the contemporary injunction to a greater participatory democracy shows itself in a destabilized labor sector. It analyzes a particular trade-union action mode that articulates trade-union work in the staff representative institutions and collective action. This specific configuration makes the constitution of a participatory space possible, and enables the call-center operators’ intervention in the workplace and deliberation among the work collective.


  • representation
  • collective action
  • trade-unionism
  • call-centers
  • precarious work
  • labor strike
Go to the article on