The objective of the TOSCA Project is to produce a comparative social observation of call centres in 8 European countries. The proposed study will seek to highlight the work situation characteristics of the call centres and identify the functional typology of such centres.

The Project is therefore studying part of a more general ‘problem area’, which includes call centres, as "exemplary" cases of on-going changes in the field of work and, consequently, industrial and social relations. Therefore, it is also anticipated that TOSCA will question the relevance of the analytical tools used and, through this original study, contribute to their renewal.

It is a matter of facilitating players' understanding of the issues and social consequences of the current tremendous increase in importance of information and communications technology in the productive process, of which call centres already seem to be one of the most outstanding achievements.

Research work in the course of TOSCA Project will be based on the following methodological foundations:

  • All work, whatever the hierarchical level and function of the person doing it, places the latter in a permanent problem-solving situation. Analysing the act of work involves establishing the way in which players solve problems and what motivates their choice of a particular solution in a given situation. Analysis of work is that of real work, i.e., work which employees actually do, given the quality and nature of the parameters they handle;
  • The reality of work is highlighted by analysing each particular work situation. Such analysis provides information, which is useful for understanding the varied and complex nature of on-going dynamics; such an analysis of work calls for the contribution of the actors whose work situations are being analysed.
On the basis of an inventory of call centres in partnership countries, a representative sample will be established, which will define the scope of field work (case studies).

A guideline of comparative indicators for the case studies will be produced. This guideline will outline a list of topics to be used to analyse the case studies. This approach will facilitate a horizontal analysis of the themes related to call centres and enable the Project to draw up a coherent research report.

The three main lines, which will determine the way it is organised are related:

  • firstly, to establishing a typology of jobs in these centres on the basis of a detailed study of functions carried out;
  • secondly a study of work situations of a significant sample of operators and;
  • thirdly, an analysis of industrial and social relations in these call centres;