Developments in the Call Centre Industry: Analysis, Changes and Challenges

Developments in the Call Centre Industry: Analysis, Changes and Challenges
Format
Hardback
Publisher
Taylor & Francis Ltd
Country
United Kingdom
Published
15 June 2006
Pages
224
ISBN
9780415357029

Developments in the Call Centre Industry: Analysis, Changes and Challenges

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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