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

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

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

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

Work, Employment And Organisation

Research output: Chapter in Book/Report/Conference proceeding › Chapter

Abstract

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 language	English
Title of host publication	Call Centres and Human Resource Management: A Cross-National Perspective
Pages	129-152
Number of pages	23
Publication status	Published - 2004

Keywords

recruitment
skills
normative control
call centres
human resource management

Cite this

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

Abstract

Keywords

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