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

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

by 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 susceptible to outsourced operations, ICT developments, public sector

Overview

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.

Product Details

ISBN-13:
9780415357029
Publisher:
Taylor & Francis
Publication date:
06/01/2006
Series:
Routledge Studies in Business Organizations and Networks Series , #10
Edition description:
1ST
Pages:
224
Product dimensions:
6.10(w) x 9.30(h) x 0.70(d)

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