Employment Relations and Decent Work in the Global Call Centre Industry - A Report for the International Labour Organisation

Over the past 25 years, the call/contact centre as a distinctive organisational form has transformed the location and configuration of interactive customer services in the developed economies (Ellis and Taylor, 2006). Latterly, it has become increasingly prevalent in the so-called developing economies, providing voice services for international clients (Messenger and Ghosheh, 2010) and for customers in their emerging domestic markets (see e.g. Taylor et al, 2013). Although exact employment figures are difficult to obtain, this report (Section 3) presents judicious estimates for a range of countries.