1st Edition

Developments in the Call Centre Industry Analysis, Changes and Challenges

Edited By Julia Connell, John Burgess Copyright 2006
    208 Pages 4 B/W Illustrations
    by Routledge

    224 Pages 4 B/W Illustrations
    by Routledge

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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.

    1. Call Centre Characteristics 2. Call Centre Location and Job Revitalization 3. Call Centres Anywhere, Anytime, Anyplace



    John Burgess is an Associate Professor and Director, Employment Studies Centre, University of Newcastle, Australia. Julia Connell is an Associate Professor at the Newcastle Graduate School of Business, University of Newcastle, Australia