Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-col

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in c

Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-col

This book examines the impact of outsourcing on workers and their employment conditions in the new economy. To do so, the call centre industry in Mexico City is

This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify m