Developments in the Call Centre Industry

Analysis, Changes and Challenges

Edited by Julia Connell, John Burgess

© 2006 – Routledge

208 pages | 4 B/W Illus.

Purchasing Options:
Paperback: 9780415511483
pub: 2012-03-22
US Dollars$54.95
Hardback: 9780415357029
pub: 2006-06-15
US Dollars$170.00

About the Book

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.

Table of Contents

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

About the Series

Routledge Studies in Business Organizations and Networks

How do firms work? What networks are involved in driving organizations forward? This series presents titles which look at the dynamics of organizations and the particular effects of different types of business networks. It covers topics such as:

  • Industrial networks
  • Transaction cost economics
  • Organization theory
  • Change and information
  • New theories of the firm.

It considers both the economic, cultural and environmental factors that govern the success and failure of business networks and organizations.

Learn more…

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Customer Relations