Call centre offshoring to India: the revenge of history?

P. Taylor, P.M. Bain

Research output: Contribution to journalArticle

Abstract

It is now widely acknowledged that the spectacular growth of call centres, since the early 1990s, represents one of the most significant developments in the changing structure of service employment in North America, Western Europe, and Australasia. Transformations in the processes and loci of customer servicing, which the call centre engenders have largely, but not exclusively (Holtgrewe, Kerst and Shire 2002), occurred in the developed, English-speaking world.
Original languageEnglish
Pages (from-to)15-38
Number of pages23
JournalLabour and Industry
Volume14
Issue number3
Publication statusPublished - 2004

Keywords

  • call centres
  • india
  • human resource management
  • service industries

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