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Lookup NU author(s): Ranald Richardson,
Professor Neill Marshall
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This article examines the character of call centres, which are attracting considerable interest among economic development agencies seeking to attract inward investment. The paper examines the type of employment provided in call centres, their locational requirements and their wider impact on local economies. It is argued that information and communications technologies (ICTs) are allowing these teleservice firms to develop in new locations, but that call centres remain constrained in their locational choices especially because of the uneven distribution of labour. It is concluded that call centres providing teleservices contribute to local economic development, but the employment created on the whole tends to be of low quality. Few managerial, professional or technical jobs are created in most call centres, and there are few local spin-offs. Inward investment by these sorts of services in less-favoured areas displays many of the drawbacks associated with traditional manufacturing inward investment.
Author(s): Richardson RGW, Marshall JN
Publication type: Article
Publication status: Published
Journal: Service Industries Journal
Print publication date: 01/01/1999
ISSN (print): 0264-2069
ISSN (electronic): 1743-9507
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