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World class computing and information science research at Strathclyde...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

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Call centre offshoring to India: the revenge of history?

Taylor, P. and Bain, P.M. (2004) Call centre offshoring to India: the revenge of history? Labour and Industry, 14 (3). pp. 15-38. ISSN 1030-1763

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Abstract

It is now widely acknowledged that the spectacular growth of call centres, since the early 1990s, represents one of the most significant developments in the changing structure of service employment in North America, Western Europe, and Australasia. Transformations in the processes and loci of customer servicing, which the call centre engenders have largely, but not exclusively (Holtgrewe, Kerst and Shire 2002), occurred in the developed, English-speaking world.