Skill formation in call centres

P. Thompson, G. Callaghan

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

Call centres are a new type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This book presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions.
Original languageEnglish
Title of host publicationCall Centres: A Comparative Analysis
Pages105-122
Number of pages17
Publication statusPublished - Jan 2002

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Keywords

  • call centres
  • human resource management
  • skills

Cite this

Thompson, P., & Callaghan, G. (2002). Skill formation in call centres. In Call Centres: A Comparative Analysis (pp. 105-122)