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The growth of telephone call centres in peripheral areas of Britain: Evidence from Tyne and Wear

Lookup NU author(s): Ranald Richardson, Professor Neill Marshall


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The paper examines the growth of telephone call centres in Tyne and Wear, a peripheral location in north east England. Call centres are rapidly growing offices providing a variety of sales, marketing and information services remotely by telephone to customers. They provide an interesting example of the way in which the integration of telecommunications and computer technologies is reshaping spatial divisions of labour. Call centre firms have been attracted to Tyne and Wear predominantly by supplies of relatively cheap, well qualified, female clerical labour. This type of labour expanded with the decentralisation of large 'clerical factories' to the area in the 1960s and 1970s. Call centre firms are attempting to 'cream-off' young, better qualified and more adaptable female workers.

Publication metadata

Author(s): Richardson R, Marshall JN

Publication type: Article

Publication status: Published

Journal: Area

Year: 1996

Volume: 28

Issue: 3

Pages: 308-317

Print publication date: 01/09/1996

ISSN (print): 0004-0894

ISSN (electronic): 1475-4762