Fast lön, provision och lärande?
En kvalitativstudie om förutsättningar och utvecklingsmöjligheter för lärande hos medarbetare i ett callcenter.
Workplace learningLearning activitiesMotivation for learningAdaptation oriented learningCallcenterArbetsplatslärandeLäraktiviteterMotivation till lärandeAnpassningsinriktat lärandeCallcenter
In this study we aim to investigate what employees at a callcenter see as prospects, opportunities and barriers of learning within a company. To answer the purpose of this essay, two questions were formulated; "What opportunities for learning does employees experience in the company?" and "How can learning in the workplace improve for the sellers?". First, we present what previous research has highlighted regarding workplace learning and learning within the callcenter industry. Afterwards we present ten semi-structured interviews with leaders and sellers within a telecom company in Stockholm. The material from the interviews was analyzed on the basis of previous research and theories in socio-cultural learning. The result shows that there are many conditions and opportunities for learning within the company and that the learning promoted in the workplace, is largely shaped in adaptive oriented way. To further promote the learning of the employees requires a development of their acting-space and the organizational culture within the business.