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Developments in the Call Centre Industry

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Book Series: Routledge Studies in Business Organizations and Networks ISBN: 9780203003008 9780415357029 9780415511483 9781134248827 9781134248810 9781134248773 Year: DOI: 10.4324/9780203003008 Language: English
Publisher: Taylor & Francis
Subject: Business and Management --- Economics
Added to DOAB on : 2019-11-08 11:21:27
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Abstract

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.

Keywords

work --- employees --- managers --- agents --- operation --- sector --- offshoring --- research --- business --- process

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2006 (1)