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100   $a20230515d2006      uy             0
101 0 $aeng
135   $aur|||||||||||
181   $ctxt$2rdacontent
182   $cc$2rdamedia
183   $acr$2rdacarrier
200 00$aDevelopments in the call centre industry $eanalysis, changes, and challenges /$fedited by John Burgess, Julia Connell
210  1$a[Place of publication not identified] :$cTaylor & Francis,$d2006.
215   $a1 online resource (xv, 205 pages)
225 1 $aRoutledge studies in business organization and networks
311   $a1-134-24877-6 
327   $aBook Cover -- Half-Title -- Series-Title -- Title -- Copyright -- Contents -- List of Figures -- List of Tables -- Notes on Contributors -- Foreword -- Acknowledgements -- Abbreviations -- 1. Developments in the call centre sector: An overview -- 2. Offshoring call centres: The view from Wall Street -- 3. Work organisation and employee relations in Indian call centres -- 4. German call centers between service orientation and efficiency: 'The polyphony of telephony' -- 5. A national survey of Korean call centres -- 6. Skill and info-service work in Australian call centres -- 7. Gender, skills and careers in UK call centres 8. Community unionism in a regional call centre: The organiser's perspective9. Agency and constraint: Call centre managers talk about their work -- 10. How 'Taylorised' is call centre work? The sphere of customer practice in Greece -- 11. Escaping the electronic birdcage: Workplace strategies in Swedish call centres -- Index.
330   $aOver the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
410  0$aRoutledge studies in business organization and networks.
606   $aCall centers
606   $aTelecommunication
615  0$aCall centers.
615  0$aTelecommunication.
676   $a381/.142
702   $aBurgess$b John
702   $aConnell$b Julia
801  0$bNjHacI
801  1$bNjHacl
906   $aBOOK
912   $a9910476799803321
996   $aDevelopments in the Call Centre Industry$92212589
997   $aUNINA