Developments in the Call Centre Industry

• Outros Autores: Connell, Julia (Editor), Burgess, John (Editor)
• Formato: Recurso Electrónico Capítulo de Livro
• Idioma: inglês
• Publicado em: Taylor & Francis 2006
• Colecção: Routledge Studies in Business Organizations and Networks
• Assuntos: Economics; Business & management; Customer services; work; employees; managers; agents; operation; sector; offshoring; research; business; process
• Acesso em linha: OAPEN Library: download the publication; OAPEN Library: description of the publication

Resumo

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

Acesso

Open Access