Conclusion
Conclusion
The concluding chapter begins by providing a brief overview of the most recent developments in the Portuguese call centre sector, followed by a review of the book’s core argument: the Portuguese call centre labour process as a regime of disciplined agency. It is argued that the notion of disciplined agency aims to capture how the practices of recruitment and training, employment conditions, work organisation, and architecture of value-extraction are mediated by historically and morally contingent dimensions of neoliberal precarity and generational dispossession. The chapter also addresses how the notion of disciplined agency contributes to (a) a broader moral critique of precarity, focused on scrutinising the links between the historical development of precarious neoliberal service regimes and context-bound processes of moral dispossession; (b) expanding current approaches to value-extraction and subjectification in call centre work by jointly focusing on the alienable and inalienable properties that make a particular form of labour-power exploitable in an embedded historical, moral and relational reality; and (c) enhancing the analytical and emancipatory potentialities of the precarity terminology.
Keywords: disciplined agency, moral dispossession, value-extraction, subjectification, precarity
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