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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.
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
URL: http://dx.doi.org/10.1080/00343400050078132
DOI: 10.1080/00343400050078132
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