Developments in the Call Centre Industry

Developments in the Call Centre Industry

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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.At one of the Delhi call centres investigated, tasks consisted of credit card debt recovery and collections, involving structured calls with cycle times of between three and four minutes. Managers at four of the five Mumbai call centres researchedanbsp;...

Title:Developments in the Call Centre Industry
Author:Julia Connell, John Burgess
Publisher:Routledge - 2006-09-27


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