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Open Access research with a European policy impact...

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 Strathclyde researchers, including by researchers from the European Policies Research Centre (EPRC).

EPRC is a leading institute in Europe for comparative research on public policy, with a particular focus on regional development policies. Spanning 30 European countries, EPRC research programmes have a strong emphasis on applied research and knowledge exchange, including the provision of policy advice to EU institutions and national and sub-national government authorities throughout Europe.

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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]

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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.