Industrial relations and labour market segmentation in Dutch call centres

D. van Jaarsveld*, A. de Grip, I.J.P. Sieben

*Corresponding author for this work

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This article uses qualitative and quantitative evidence from call centres to show how the dutch industrial relations system balances employer needs for workforce flexibility with the interests of employees. The normalization of temporary agency work in the netherlands helps employers build workforce flexibility, reducing pressures on firms to subcontract work and to escape the existing regulatory system. In addition, the inclusiveness of the dutch collective bargaining system, with the majority of call centre workers covered by a collective agreement, reduces differences in working conditions. Nonetheless, variations in negotiated agreements covering in-house workers, subcontractors and temporary agency workers lead to tiers of segmentation among these secondary labour market jobs.
Original languageEnglish
Pages (from-to)417-435
Number of pages19
JournalEuropean Journal of Industrial Relations
Issue number4
Publication statusPublished - 1 Jan 2009

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