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Driving innovations in manufacturing: Open Access research from DMEM

Strathprints makes available Open Access scholarly outputs by Strathclyde's Department of Design, Manufacture & Engineering Management (DMEM).

Centred on the vision of 'Delivering Total Engineering', DMEM is a centre for excellence in the processes, systems and technologies needed to support and enable engineering from concept to remanufacture. From user-centred design to sustainable design, from manufacturing operations to remanufacturing, from advanced materials research to systems engineering.

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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.