Emerging Developments in Call Centre Research

Abstract

Over the past ten years there has been a massive growth in call centres worldwide. Developments in the industry have attracted many researchers, especially in the area of labour process where call centres bring with them continuous production, standardised work and potential for forms of extreme control and monitoring of work. However, the global nature of the industry means that jobs will always be susceptible to outsourced operations. Information and communication technology [ITC] developments, public sector subsidisation of business restructuring and relocation, and the possibility of cheaper operations being offered elsewhere will mean that the industry will undergo ongoing transformation. In call centre development, the information age comes up against the factory age in terms of job design and management strategies, and the local economy comes up against the global economy in terms of the footloose nature of the industry. This paper represents an overview of the research issues associated with call centre development in Australia and elsewhere.