Developments in the Call Centre Industry: Analysis, Changes and Challenges

1st Edition

Julia Connell, John Burgess

Routledge
Published March 22, 2012
Reference - 208 Pages - 4 B/W Illustrations
ISBN 9780415511483 - CAT# Y134372
Series: Routledge Studies in Business Organizations and Networks

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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.

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