Au premier abord, le travail du teleoperateur dans les centres d’appels souleve peu d’interet heu... more Au premier abord, le travail du teleoperateur dans les centres d’appels souleve peu d’interet heuristique en matiere des enjeux de la communication telle qu’elle s’opere sur le terrain des organisations. Deux etudes empiriques au Senegal et en Tunisie revelent des processus subtils et complexes a l’œuvre en termes de disciplinarisation de la relation clientele, de cascade informationnelle et d’individuation. Leurs auteurs analysent comment la ligne d’autorite requiert un niveau eleve d’organisation d’une communication, ecartelee entre deux flux tendus : la logique relationnelle du client et celle de la productivite.
Ce sont quatorze auteurs qui s'interrogent, dans ce livre collectif, sur l'inse... more Ce sont quatorze auteurs qui s'interrogent, dans ce livre collectif, sur l'insertion professionnelle des jeunes telle qu'elle se décline en France et au Québec. L'ouvrage, coordonné par Christian Papinot et Mircea Vultur, permet de dresser un état des lieux de l'intégration professionnelle ...
The trajectories of youth employments in Senegal: Between jobs for lack of anything better and pr... more The trajectories of youth employments in Senegal: Between jobs for lack of anything better and professional project Senegal, Following the example of many countries of the South where the demographic transition has not occur yet, is known to face a very complex socioeconomic context which seems uncertain, sees its youth population affected by the unemployment crisis. Actually, the ways to reach to youth employment are affected by the wide spread of unemployment and today Senegal is facing the incapacity to cope with sustainable economy. Call centers and micro finance institutions are witnesses of this crisis. If the call centers are giving a chance to this youth as a first alternative towards the unemployment, the micro finance institutions can be considered as a strong alternative. Through two different areas in Dakar city, this resume is drawing the picture of job realities analysis which tends to welcome more and more young graduate students, in most cases less likely job profile...
International journal of innovation and scientific research, 2020
Studying a facet of a society implies being attentive to your daily life, especially at work. Tod... more Studying a facet of a society implies being attentive to your daily life, especially at work. Today, work has established itself as a central value in our contemporary societies and has become an important source of identity building. It is undergoing profound changes, particularly in the customer relations sector. Our longitudinal study is based on qualitative data collection methods in two Dakar call centers and on the content analysis method. It shows that the work of call center agents is being distorted and transformed because of the conditions in which it is carried out against a background of rationalization and intensification. The work of call center agents is no longer the dream of the early days 20 years ago; the euphoria has given way to disillusionment. Behind technological developments and relocations, there are hidden labor clashes and misfortunes affecting the worker and his society: acculturation, poor management of human resources and working conditions.
Au premier abord, le travail du teleoperateur dans les centres d’appels souleve peu d’interet heu... more Au premier abord, le travail du teleoperateur dans les centres d’appels souleve peu d’interet heuristique en matiere des enjeux de la communication telle qu’elle s’opere sur le terrain des organisations. Deux etudes empiriques au Senegal et en Tunisie revelent des processus subtils et complexes a l’œuvre en termes de disciplinarisation de la relation clientele, de cascade informationnelle et d’individuation. Leurs auteurs analysent comment la ligne d’autorite requiert un niveau eleve d’organisation d’une communication, ecartelee entre deux flux tendus : la logique relationnelle du client et celle de la productivite.
Ce sont quatorze auteurs qui s'interrogent, dans ce livre collectif, sur l'inse... more Ce sont quatorze auteurs qui s'interrogent, dans ce livre collectif, sur l'insertion professionnelle des jeunes telle qu'elle se décline en France et au Québec. L'ouvrage, coordonné par Christian Papinot et Mircea Vultur, permet de dresser un état des lieux de l'intégration professionnelle ...
The trajectories of youth employments in Senegal: Between jobs for lack of anything better and pr... more The trajectories of youth employments in Senegal: Between jobs for lack of anything better and professional project Senegal, Following the example of many countries of the South where the demographic transition has not occur yet, is known to face a very complex socioeconomic context which seems uncertain, sees its youth population affected by the unemployment crisis. Actually, the ways to reach to youth employment are affected by the wide spread of unemployment and today Senegal is facing the incapacity to cope with sustainable economy. Call centers and micro finance institutions are witnesses of this crisis. If the call centers are giving a chance to this youth as a first alternative towards the unemployment, the micro finance institutions can be considered as a strong alternative. Through two different areas in Dakar city, this resume is drawing the picture of job realities analysis which tends to welcome more and more young graduate students, in most cases less likely job profile...
International journal of innovation and scientific research, 2020
Studying a facet of a society implies being attentive to your daily life, especially at work. Tod... more Studying a facet of a society implies being attentive to your daily life, especially at work. Today, work has established itself as a central value in our contemporary societies and has become an important source of identity building. It is undergoing profound changes, particularly in the customer relations sector. Our longitudinal study is based on qualitative data collection methods in two Dakar call centers and on the content analysis method. It shows that the work of call center agents is being distorted and transformed because of the conditions in which it is carried out against a background of rationalization and intensification. The work of call center agents is no longer the dream of the early days 20 years ago; the euphoria has given way to disillusionment. Behind technological developments and relocations, there are hidden labor clashes and misfortunes affecting the worker and his society: acculturation, poor management of human resources and working conditions.
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Papers by Benoît TINE