Over the past ten years there has been a massive growth in call
centres worldwide. These centres are said to represent the most
dynamic growth area in white-collar employment internationally
since the mid 1990s. Yet the footloose and global nature of the
industry means that jobs will always be susceptible to outsourced
operations, ICT developments, public sector subsidization of
business restructuring and re-location, and cheaper operations
elsewhere. This book conducts a thorough analysis of this modern
phenomenon.
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