Format:
1 online resource (xv, 205 pages)
ISBN:
9780203003008
,
9781134248773
,
9781134248810
,
9781134248827
Series Statement:
Routledge studies in business organizations and networks 39
Content:
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.
Content:
Developments in the call centre sector : an overview / John Burgess and Julia Connell -- Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore -- Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain -- German call centres between service orientation and efficiency : the polyphony of telephony / Claudia Weinkopf -- A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang -- Skill and info-service work in Australian call centres / Bob Russell -- Gender, skills, and careers in UK call centres / Susan Durbin -- Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond -- Agency and constraint : call centre managers talk about their work / Maeve Houlihan -- How taylorised is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina -- Escaping the electronic birdcage : work place strategies at call centres in Sweden / Antoni Lindgren and Per Sederblad.
Additional Edition:
ISBN 9780415357029
Additional Edition:
ISBN 9780415511483
Additional Edition:
Erscheint auch als Druck-Ausgabe ISBN 9780415357029
Language:
English
Keywords:
Electronic books
;
Edited volumes
DOI:
10.4324/9780203003008
