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Developments in the call centre industry : analysis, changes, and challenges / edited by John Burgess and Julia Connell.

Contributor(s): Material type: TextPublication details: New York, NY : Routledge, 2006.Description: 205p. 24cmISBN:
  • 0415357020 (hb)
Subject(s): DDC classification:
  • 381.142 BUR [ Shelf 77]
Contents:
Developments in the call centre sector : an overview / John Burgess and Julia Connell -- Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore -- Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain -- German call centres between service orientation and efficiency : "the polyphony of telephony" / Claudia Weinkopf -- A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang -- Skill and info-service work in Australian call centres / Bob Russell -- Gender, skills, and careers in UK call centres / Susan Durbin -- Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond -- Agency and constraint : call centre managers talk about their work / Maeve Houlihan -- How "taylorised" is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina -- Escaping the electronic birdcage : work place strategies at call centres in Sweden / Antoni Lindgren and Per Sederblad.
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Reference Indian Institute Of Management, Shillong 381.142 BUR [ Shelf 77] (Browse shelf(Opens below)) Not for loan 0009254

Includes bibliographical references and index.

Developments in the call centre sector : an overview / John Burgess and Julia Connell -- Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore -- Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain -- German call centres between service orientation and efficiency : "the polyphony of telephony" / Claudia Weinkopf -- A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang -- Skill and info-service work in Australian call centres / Bob Russell -- Gender, skills, and careers in UK call centres / Susan Durbin -- Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond -- Agency and constraint : call centre managers talk about their work / Maeve Houlihan -- How "taylorised" is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina -- Escaping the electronic birdcage : work place strategies at call centres in Sweden / Antoni Lindgren and Per Sederblad.

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