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| Pangasinan |
Call centres have, over the past decade, become a
central element in the way information services are produced and delivered to
the public. Much as automobile factories or textile mills were treated as both
objects of curiosity and as metaphors for their age, call centres have garnered
attention both in their own right as a new means of organizing particular types
of work and as an important venue from which to undertake the study of other
elements of management practice, including human resource management. This
paper critically examines all aspects of research that has been undertaken on
call centres, from the publication of the first novel pieces of research up to
the most recent contributions. A good deal of effort has gone into classifying
call centres, comparing the organization of work in them with other types of
work and considering the extent of variation between call centres.
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