Chapter 7. Call Centres

  1. David Holman2,
  2. Toby D. Wall,
  3. Chris W. Clegg,
  4. Paul Sparrow3 and
  5. Ann Howard4
  1. David Holman

Published Online: 13 MAY 2008

DOI: 10.1002/9780470713365.ch7

The New Workplace: A Guide to the Human Impact of Modern Working Practices

The New Workplace: A Guide to the Human Impact of Modern Working Practices

How to Cite

Holman, D. (2002) Call Centres, in The New Workplace: A Guide to the Human Impact of Modern Working Practices (eds D. Holman, T. D. Wall, C. W. Clegg, P. Sparrow and A. Howard), John Wiley & Sons, Ltd, Chichester, UK. doi: 10.1002/9780470713365.ch7

Editor Information

  1. 2

    University of Sheffield, UK

  2. 3

    University of Manchester, UK

  3. 4

    Development Dimensions International, New Jersey, USA

Author Information

  1. Institute of Work Psychology, University of Sheffield, UK

Publication History

  1. Published Online: 13 MAY 2008
  2. Published Print: 1 JAN 2002

ISBN Information

Print ISBN: 9780471485438

Online ISBN: 9780470713365

SEARCH

Keywords:

  • modern organisational landscape;
  • technologies;
  • management systems;
  • telephone banking;
  • customer service

Summary

This chapter contains section titled:

  • Defining Call Centres

  • Features of Call Centres

  • The Experience of Call Centre Work

  • Call Centre Performance

  • Conclusion

  • References