Research on call centres has become increasingly sophisticated, abandoning false dichotomies concerning knowledge workers and the new economy on the one hand and modern sweatshops on the other. It is now recognized that call centres are not homogenous. In recognizing this diversity, Taylor et al. point to differences in relation to a number of important variables: size, industrial sector, market conditions, complexity and call cycle times, the nature of operations (inbound, outbound), the precise manner of technological integration, the effectiveness of representative organizations, management styles and priorities, and human resource policies and practices. Despite the large volume of work that has emerged on call centres, there are still some gaps.
New Regionalism in Australia p. 103-122
Urban and Regional Planning and Development Series