Developments in the call centre industry : : analysis, changes, and challenges / / edited by John Burgess, Julia Connell.

• Superior document: Routledge studies in business organization and networks
• TeilnehmendeR: Burgess, John,; Connell, Julia,
• Place / Publishing House: [Place of publication not identified] : : Taylor & Francis,, 2006.
• Year of Publication: 2006
• Language: English
• Series: Routledge studies in business organization and networks.
• Physical Description: 1 online resource (xv, 205 pages).

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.

Table of Contents

Book Cover -- Half-Title -- Series-Title -- Title -- Copyright -- Contents -- List of Figures -- List of Tables -- Notes on Contributors -- Foreword -- Acknowledgements -- Abbreviations -- 1. Developments in the call centre sector: An overview -- 2. Offshoring call centres: The view from Wall Street -- 3. Work organisation and employee relations in Indian call centres -- 4. German call centers between service orientation and efficiency: 'The polyphony of telephony' -- 5. A national survey of Korean call centres -- 6. Skill and info-service work in Australian call centres -- 7. Gender, skills and careers in UK call centres 8. Community unionism in a regional call centre: The organiser's perspective9. Agency and constraint: Call centre managers talk about their work -- 10. How 'Taylorised' is call centre work? The sphere of customer practice in Greece -- 11. Escaping the electronic birdcage: Workplace strategies in Swedish call centres -- Index.