Welcome to CRCPress.com! We have customized the Taylor & Francis India website to host CRC Press titles. Please choose www.TandFIndia.com to get the following benefits:
South Asia Editions of CRC Press titles with INR prices
Multiple options to purchase locally
All CRC Press products available
Your CRC Press login credentials will work on TandFIndia.com
Garland Science Website Announcement
The Garland Science website is no longer available to access and you have been automatically redirected to CRCPress.com.
All instructor resources (*see Exceptions) are now available on our Instructor Hub. Your GarlandScience.com instructor credentials will not grant access to the Hub, but existing and new users may request access here.
The student resources previously accessed via GarlandScience.com are no longer available to existing or new users.
This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.
CPD consists of any educational activity which helps to maintain and develop knowledge, problem-solving, and technical skills with the aim to provide better health care through higher standards. It could be through conference attendance, group discussion or directed reading to name just a few examples.
Use certain CRC Press medical books to get your CPD points up for revalidation. We provide a free online form to document your learning and a certificate for your records.