Keeping up appearances: recruitment, skills and normative control in call centres

P. Thompson, D. van der Broek, G. Callaghan

Research output: Chapter in Book/Report/Conference proceedingChapter


This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers. This chapter examines recruitment, skills and normative control in call centres.
Original languageEnglish
Title of host publicationCall Centres and Human Resource Management: A Cross-National Perspective
Number of pages23
Publication statusPublished - 2004


  • recruitment
  • skills
  • normative control
  • call centres
  • human resource management

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