Developments in the Call Centre Industry

Analysis, Changes and Challenges

By: Julia Connell (Editor), John Burgess (Editor)

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Hardcover | 15 June 2006 | Edition Number 1

At a Glance

Hardcover
224 Pages

Dimensions(cm)
23.39 x 15.6 x 1.42

Hardcover

$552.75

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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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