Developments in the Call Centre Industry: Analysis, Changes and ChallengesJulia 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 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
An overview | 1 |
The view from Wall Street | 19 |
3 Work organisation and employee relations in Indian call centres | 36 |
The polyphony of telephony | 58 |
5 A national survey of Korean call centres | 75 |
6 Skill and infoservice work in Australian call centres | 92 |
7 Gender skills and careers in UK call centres | 117 |
Other editions - View all
Developments in the Call Centre Industry: Analysis, Changes and Challenges K. John Burgess,Julia Connell No preview available - 2006 |
Developments in the Call Centre Industry: Analysis, Changes and Challenges John Burgess,Julia Connell No preview available - 2012 |
Common terms and phrases
Anschluss Australia autonomy average Bankco Batt Belt business process business process outsourcing call centre agents call centre industry call centre labour call centre managers call centre operations call centre sector call centre workers cent of call chapter companies contact centres context corporate countries CSRs customer service Datamonitor economy employees environment Finco flexible Forrester Research Frenkel frontline Gender German call centres global globalisation Greek Holtgrewe Housing Helpline Human Resource Management India Indian call centres info-service Kinnie Korczynski Korean call centres Koskina labour process Latrobe Valley located managerial ment monitoring Nasscom Offshore Outsourcing offshoring opportunities outsourcing performance Powerco production Quotes Direct Rainnie recruitment regional restructuring role routinised senior managers service providers skills standardised strategies structures survey targets Taylor and Bain team leaders team managers telecommunications telephone tion trade unions union organisation women workforce workplace