Employment Relations and Decent Work in the Global Call Centre Industry - A Report for the International Labour Organisation

Taylor, Philip (2014) Employment Relations and Decent Work in the Global Call Centre Industry - A Report for the International Labour Organisation. [Report]

Abstract

Over the past 25 years, the call/contact centre as a distinctive organisational form has transformed the location and configuration of interactive customer services in the developed economies (Ellis and Taylor, 2006). Latterly, it has become increasingly prevalent in the so-called developing economies, providing voice services for international clients (Messenger and Ghosheh, 2010) and for customers in their emerging domestic markets (see e.g. Taylor et al, 2013). Although exact employment figures are difficult to obtain, this report (Section 3) presents judicious estimates for a range of countries.

ORCID iDs

Taylor, Philip ORCID: https://orcid.org/0000-0001-8842-5350

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• Item metadata

  Item type:	Report
  ID code:	56383
  Dates:	Date Event 1 March 2014 Published
  Keywords:	call centres, globalisation , employment , work , work organisation, India, BPO, Philippines, CCA, ILO, International Labour Organisation, Management. Industrial Management, Business, Management and Accounting(all), Social Sciences(all)
  Subjects:	Social Sciences > Industries. Land use. Labor > Management. Industrial Management
  Department:	Strathclyde Business School > Work, Organisation and Employment
  Depositing user:	Pure Administrator
  Date deposited:	16 May 2016 10:36
  Last modified:	18 Jan 2023 11:53
  Related URLs:	Organisation
  URI:	https://strathprints.strath.ac.uk/id/eprint/56383