Growth of Call Centers

In this paper of Taylor and Bain there is a discussion about the fast pace of growth the call

industry is following in the late 1990’s.

The astounding and oversaw advancement of call centres, extending far past their beginning

bases in the monetary and telecommunications zones, has bewildered the early doubt. The

point of interest for the organizations got through the consolidation of telephone and VDU

developments, giving prompt telephone based customer administrations and offering prompted

boundless of this sensation. The developing monetary segment has given the UK government's

modernizing inspiration, which hopes to certification that, by 2002, 25% of its organizations are

open electronically.

This also led to the criticism that the industry is facing from a lot of scholars due to its way of

working, labour relations, and other human management practices while the industry has made

astounding profits and the development of the call centres many of the scholastics have criticized

it. Like it has been called as a “dark satanic Mills” by one of the prominent consultants. Also it

has been claimed as Jeremy Bentham’s nineteenth century ‘Panopticon’, designed for prisoner

surveillance, is ‘truly the vision of the future’ for call centres. The argument will be developed

through a critical review of the paper, discussing in turn its conceptual bases, research methods,

main findings, and practical implications that are discussed in the paper.

This paper has discussed the labour procedures that are being followed at the call centre

and the issues related to that process. The case has touched upon two aspects that has been

broadly discussed in this case study. Initially it talks about the attention wil...

... middle of paper ...

... All these factors have led to introduction of various trade unions in this

industry to protect the rights of the employees.

WORD COUNT- 1468

REFERENCES:

Taylor, N (2007) Work and culture at the Call centres, 8th

Bain, A. (2003) Call centre industry in London, London: Palgrave

Noon , B. (2006). "The growth of the call centre" HRM Journal 8(1): 77-67.

Buroway, R. (1999). Investigating call centres: nice work?, London, Sage.

Bacon, N., P. Ackers, J. Storey and D. Coates (1996). "It's a small world: managing call centre

resources" International Journal of Industry , 9(1): 73-106.

Curran, J. (2006). “the call centre business " International Small Business Journal 24(2): 205-

Currain, K. (2005). Researching the call centre in Uk, London, Sage.

Callaghan, G. (2008). "Assessing and adopting Call centre managing techniques." Journal of Call

centre,7(9): 258.