Developments in the Call Centre Industry

Analysis, Changes and Challenges

Julia Connell, John Burgess (Herausgeber)

Buch | Hardcover

224 Seiten

2006
Routledge (Verlag)
978-0-415-35702-9 (ISBN)

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Drawing on contributions from a diverse range of countries including the USA, the UK, India, Australia, South Korea, Germany, Greece and Sweden, this book conducts a thorough analysis of call centres worldwide (centres that are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s).

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.

Connell, Julia; Burgess, John

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

Erscheint lt. Verlag	15.6.2006
Reihe/Serie	Routledge Studies in Business Organizations and Networks
Zusatzinfo	26 Tables, black and white; 4 Line drawings, black and white; 4 Illustrations, black and white
Verlagsort	London
Sprache	englisch
Maße	156 x 234 mm
Gewicht	462 g
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
Themenwelt	Wirtschaft ► Volkswirtschaftslehre
ISBN-10	0-415-35702-0 / 0415357020
ISBN-13	978-0-415-35702-9 / 9780415357029
Zustand	Neuware