Developments in the Call Centre Industry

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Contributor(s)
Connell, Julia (editor)
Burgess, John (editor)
Language
English
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Abstract
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.
URI
https://doab-dev.siscern.org/handle/20.500.12854/180522
Keywords
work; employees; managers; agents; operation; sector; offshoring; research; business; process; thema EDItEUR::K Economics, Finance, Business and Management::KC Economics; thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management; thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJS Sales and marketing::KJSU Customer services
DOI
10.4324/9780203003008
ISBN
9780415357029;9780415511483;9781134248827;9781134248810;9781134248773
Publisher
Taylor & Francis
Publisher website
http://www.taylorandfrancis.com/
Publication date and place
2006
Series
Routledge Studies in Business Organizations and Networks,