Organizing Call Centres: The Steelworkers' Experience

Case study of efforts [by the United Steelworkers] to organize Omega Direct Response, a call centre in Sudbury, Ontario. The study shows that, by working together, rank-and-file workers as inside organizers and experienced professional organizers can develop winning strategies that can enable unions to organize hard to organize workplaces. The paper also includes perspectives from a conference on organizing call centres held in Toronto in September 2003. --Editors' introduction