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Taking calls to Newcastle: The regional implications of the growth in call centres

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


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The growth of white-collar jobs in call centres has been a significant feature of the last decade. Local and regional economic development agencies have sought to attract call centres because they are a source of new jobs, and help to ameliorate the decline in employment, especially in the manufacturing sector. This paper examines the work provided in call centres, based on a case study of North East England. Call centres are characterized by a narrow range of occupations and skills, and the work regime in them is intense. The majority of the jobs are taken by women. An assessment of the long term sustainability of call centre work also highlights threats to employment from technical developments in the industry. Nevertheless, there is some evidence of limited improvements taking place in training and work practices in call centres.

Publication metadata

Author(s): Richardson RGW, Belt V, Marshall JN

Publication type: Article

Publication status: Published

Journal: Regional Studies

Year: 2000

Volume: 34

Issue: 4

Pages: 357-369

ISSN (print): 0034-3404

ISSN (electronic): 1360-0591


DOI: 10.1080/00343400050078132


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