In their article ‘Teams without Teamwork?’, van den Broek, Callaghan and Thompson (2004) discuss how the organisation of call centre work into teams does not necessarily mean there will be teamwork.van den Broek, D, Callaghan, G and Thompson, P 2004,‘Teams without Teamwork? Explaining the Call Centre Paradox’, Economic andIndustrial Democracy, vol. 25, issue 2, pp. 197 – 218.To what extent does this pose a problem for people management, and what are the key issues in maximising the benefits of teams and teamwork for both employees and the organisation?
