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Developments in the Call Centre Industry
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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 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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Keywords
- Agents
- Business
- business process
- Call Centre
- Call Centre Agents
- Call Centre Employees
- Call Centre Industry
- Call Centre Managers
- Call Centre Market
- Call Centre Operation
- Call Centre Sector
- Call Centre Work
- Employees
- Face To Face
- German Call Centres
- HRM
- HRM Strategy
- In-house Call Centres
- Indian Call Centres
- Info Service Work
- managers
- Offshoring
- operation
- Process
- Research
- sector
- Sh Ar
- thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJK International business
- thema EDItEUR::K Economics, Finance, Business and Management::KN Industry and industrial studies::KNP Retail and wholesale industries
- UK Banking Industry
- UK Call Centre
- Work
Links
DOI: 10.4324/9780203003008Editions