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Developments in the Call Centre Industry

Analysis, Changes and Challenges

Edited by Julia Connell, John Burgess

Routledge – 2006 – 208 pages

Series: Routledge Studies in Business Organizations and Networks

Purchasing Options:

  • Add to CartPaperback: $54.95
    978-0-415-51148-3
    March 22nd 2012
  • Add to CartHardback: $170.00
    978-0-415-35702-9
    June 15th 2006

Description

Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.

Contents

1. Call Centre Characteristics 2. Call Centre Location and Job Revitalization 3. Call Centres Anywhere, Anytime, Anyplace

Related Subjects

  1. Employment Relations

Name: Developments in the Call Centre Industry: Analysis, Changes and Challenges (Paperback)Routledge 
Description: Edited by Julia Connell, John Burgess. Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the...
Categories: Employment Relations