Developments in the call centre industry : : analysis, changes, and challenges /

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

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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 susce...

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Bibliographic Details
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).
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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.

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