Call centres in the mainstream and 'trade' media - 'Where did they come from and how did they get here?'

Article


Hingst, Raymond D.. 2004. "Call centres in the mainstream and 'trade' media - 'Where did they come from and how did they get here?'." International Employment Relations Review. 10 (2), pp. 1-28.
Article Title

Call centres in the mainstream and 'trade' media - 'Where did they come from and how did they get here?'

ERA Journal ID22199
Article CategoryArticle
Authors
AuthorHingst, Raymond D.
Journal TitleInternational Employment Relations Review
Journal Citation10 (2), pp. 1-28
Number of Pages28
Year2004
Place of PublicationAustralia
ISSN1324-1125
Web Address (URL)http://www.ugbs.org/weru/iera/
Abstract

This global review of the recent revolution in the form and
function of call centres is drawn from the mainstream
media, articles in professional journals, and through
Internet reporting of the political, legal and commercial
pressures that have shaped the industry since 2001. The
article follows the effect of trends in outsourcing, government
influence, geographic location, technology and the working
environment, qualifications, training and staff turnover on
the industry. It observes how the initial surge to ‘off-shore’
call centres, from strong national customer service bases
was reversed when a consumer backlash to ‘one-size-fits-all’
response was rejected by callers. Australia’s position
as host to a thriving domestic call centre sector, and also
as a potential target destination for offshore services from
the United States of America, and to a lesser extent, from
the United Kingdom, as a link in ‘follow-the-sun’ networks,
and as an outsourcer of services is considered.

Keywordscall centres, call centers, out-sourcing, off-shoring, near-shoring, on-shoring
ANZSRC Field of Research 2020380109. Industry economics and industrial organisation
350503. Human resources management
520104. Industrial and organisational psychology (incl. human factors)
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Byline AffiliationsFaculty of Business
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