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Article: Putting call centres in their place.
- Article from:
- Labour & Industry
- Article date:
- April 1, 2004
- Author:
CopyrightCOPYRIGHT 2004 Centre For Workplace Culture Change. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Introduction
The number of call centres in Australia, and across the world, has increased dramatically over the past decade. As telephone and computer technology has developed, so has the popularity of call centres, as organisations seek new ways of serving their customers at the lowest cost. Together with the rise in the use of call centres, literature and research on this unique industry has grown. The purpose of this paper is twofold. Firstly, it provides a current and comprehensive review of the call centre literature from four perspectives; call centre organisations, call centre management, call centre employees, and call centre customers. Secondly, in ...