Call Centre Work
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Call Centre Work
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Author : Christian Dormann
language : en
Publisher: Psychology Press
Release Date : 2004
Call Centre Work written by Christian Dormann and has been published by Psychology Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Call centers categories.
This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.
Re Organising Service Work Call Centres In Germany And Britain
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Author : Karen A. Shire
language : en
Publisher: Routledge
Release Date : 2017-09-29
Re Organising Service Work Call Centres In Germany And Britain written by Karen A. Shire and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-29 with Social Science categories.
This title was first published in 2002. Call centres are a 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 volume 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. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.
Working The Phones
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Author : Jamie Woodcock
language : en
Publisher: Pluto Press (UK)
Release Date : 2017
Working The Phones written by Jamie Woodcock and has been published by Pluto Press (UK) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Call center agents categories.
A Marxist investigation into the forms of resistance occurring in the UK call centre today
Call Centre Work
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Author : Vivienne Nina Hunt
language : en
Publisher:
Release Date : 2008
Call Centre Work written by Vivienne Nina Hunt and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Call centers categories.
Call Centres And Human Resource Management
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Author : S. Deery
language : en
Publisher: Springer
Release Date : 2003-12-09
Call Centres And Human Resource Management written by S. Deery and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-12-09 with Business & Economics categories.
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.
Developments In The Call Centre Industry
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Author : Julia Connell
language : en
Publisher: Routledge
Release Date : 2006-09-27
Developments In The Call Centre Industry written by Julia Connell and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-27 with Business & Economics categories.
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.
Outsourcing And Service Work In The New Economy
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Author : José-Luis Álvarez-Galván
language : en
Publisher: Cambridge Scholars Publishing
Release Date : 2012-03-15
Outsourcing And Service Work In The New Economy written by José-Luis Álvarez-Galván and has been published by Cambridge Scholars Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-03-15 with Business & Economics categories.
This book examines the impact of outsourcing on workers and their employment conditions in the new economy. To do so, the call centre industry in Mexico City is analysed through a large number of in-depth interviews with workers and managers, available statistics and visits to leading firms in the sector. The case of call centres is paradigmatic as it is often seen as a flag-ship industry of the new economy, rapidly growing and subject to high pressures for costs reduction. The Mexican experience is crucially relevant to understand employment conditions in a weak institutional setting where labour protection is low and business competition intense. Overall, outsourcing has gained popularity as a mechanism to deal with the uncertainty of increasingly challenging business environments. Nonetheless, the practice of outsourcing also raises important concerns. This book identifies those managerial practices which have a substantial impact on workers and their employment conditions such as: job designs; customer segmentation; non-standard contracts; intensified supervision; union avoidance; limited career opportunities; and strict social divisions in the workplace. These findings also suggest that a number of practices that were common in the ‘old’ economy are still dominant in the organisation of work in the twenty-first century. The book is a useful reference for scholars and students concerned with employment and labour studies, economic development, and globalisation.
Language Put To Work
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Author : Enda Brophy
language : en
Publisher: Springer
Release Date : 2017-08-11
Language Put To Work written by Enda Brophy and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-08-11 with Social Science categories.
WINNER of The Gertrude J. Robinson Book Prize, awarded by the Canadian Communication Association, and the Canadian Association of Work and Labour Studies, Book of the Year Award. This book examines the striking rise of call centres over the past quarter century through the lens of the resistance and collective organizing generated by workers along the digital assembly lines. Drawing on field research in Atlantic Canada, Ireland, Italy, and New Zealand, Enda Brophy investigates the contested making of the transnational call centre workforce and its integration into the circuits of global capitalism. Moving beyond depictions of call centre labour as either entirely liberated or utterly subordinated, Language Put to Work inquires into the forms of work refusal and insubordination provoked by the spread of these communicative workplaces, including informal strategies of quitting, slacking and sabotage, conventional trade union activity, tactical innovations at the margins of the labour movement, and forms of self-organization forged by workers outside of the established trade union movement. Weaving rich empirical evidence together with political-economic analysis and theories of resistance, this book argues that the submission of language to the production of value in the call centre is a process of proletarianization rather than professionalization, and that the new working class has widely opposed this transformation.
Call Centers For Dummies
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Author : Real Bergevin
language : en
Publisher: John Wiley & Sons
Release Date : 2010-05-11
Call Centers For Dummies written by Real Bergevin and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-11 with Business & Economics categories.
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Speak Right For A Call Center Job
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Author : Arjun Raina
language : en
Publisher: Penguin Books
Release Date : 2004
Speak Right For A Call Center Job written by Arjun Raina and has been published by Penguin Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Call Centres categories.
Speak English right for today's hottest career option. Speak Right for a Call Centre Job! is a complete training guide to developing English speaking skills for anyone who wants to enter the international call centre industry. To speak with customers across the globe, and answer queries satisfactorily, call centre tele-agents need to be clear, prompt and precise with their responses, and speak English correctly, pleasantly and intelligibly. Based on the author's long and varied experience in call centre training, this book provides an easy-to-follow step-by-step programme in building English speaking skills, along with helpful hints on coping with lifestyle changes in a call centre. If you've been wondering how you can pick up the skills required for a call centre job quickly, without enrolling in a training centre and spending a fortune, this book is for you. The key features of the book are: The daily mantra: a few simple exercises to get your speaking skills in order Six easy and well-designed lessons to help you speak English clearly and confidently A quick guide to understanding 'American English' Practice scripts for business-related conversations A quick and fun guide to English grammar and construction A self-aptitude test to perfect your entry level skills.
