Developments in the Call Centre Industry

Developments in the Call Centre Industry

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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 susce...

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Bibliographic Details
Other Authors: Connell, Julia (Editor), Burgess, John (Editor)
Format: Electronic Book Chapter
Language:English
Published: Taylor & Francis 2006
Series:Routledge Studies in Business Organizations and Networks
Subjects:
Economics
Business & management
Customer services
work
employees
managers
agents
operation
sector
offshoring
research
business
process
Online Access:DOAB: download the publication
DOAB: description of the publication
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Summary: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.
ISBN:9780203003008
9780415357029;9780415511483;9781134248827;9781134248810;9781134248773
Access:Open Access

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