CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

employment levels. Most of the call centers train their own staff. Most firms concentrate on
practice-oriented further training within the company and not a basic post-school education.
Keywords: Call centers, Job requirements, Business conditions, Studies
57. Norling, Per. Call centre companies and new patterns of organization, Economic and Industrial
Democracy, 22 (1), 2001, 155–168.
Abstract. With a starting point chiefly in the recent theory development concerning service
businesses and virtual businesses, some new patterns in call center theory are shown and new
concepts are developed. Starting at the micro level, the trinity, human-computer-network is
described as the new building block of the organization. The pyramid—the form of organization
where strata of executives direct permanent divisions consisting of specialists fulfilling specific
purposes, is fading away. As a replacement, organizations built from projects, projects run by
teams, which are constantly changing in structure according to customer demands or internal
problems. A third change is that companies to a constantly growing extent act as if the world
were room-free. Work and projects are organized to function on a different common digital
arena.
Keywords: Studies, Call centers, Organization theory
58. Richardson, Ranald and Vicki Belt. Saved by the bell? Call centres and economic development
in less favoured regions, Economic and Industrial Democracy, 22 (1), 2001, 67–98.
Abstract. This article considers the role of call centers in the economic development of less
favored regions (LFR). It suggests that call centers represent a new form of mobile service work
which these regions are increasingly seeking to attract. It considers the factors which are important
in attracting this work. It then explores the policies adopted by two LFRs which have
been reasonably successful in doing so. It suggests that there are a number of benefits from the
attraction of call centers, particularly employment opportunities not otherwise available in such
regions. It also strikes a note of caution, however, questioning, in particular whether these jobs
will last.
Keywords: Call centers, Economic development, Regions, Rural areas, Studies
59. Taylor, P. and P. Bain. Trade unions, workers’ rights and the frontier of control in UK call
centres, Economic and Industrial Democracy, 22 (1), 2001, 39–66.
Abstract. In developing a model of call centre diversity, spanning the dimensions of quantity
and quality, the article develops a critique of aspects of Frenkel et al.’s recent study of ‘front
line’ work. Drawing upon employee survey and interview data from six UK financial sector call
centres, patterns of resistance and the contrasting responses of trade unions to the experience
of intensive working conditions are examined. It is argued, in conclusion, that the newly established
managerial ’frontiers of control’ require to be combated by new union bargaining agendas
which seek to address employees’ concerns at the point of production.
Keywords: Labor unions, Call centers, Control, Workers, Financial services, Studies
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