Call centres in the mainstream and 'trade' media - 'Where did they come from and how did they get here?'

Abstract

This global review of the recent revolution in the form and function of call centres is drawn from the mainstream media, articles in professional journals, and through Internet reporting of the political, legal and commercial pressures that have shaped the industry since 2001. The article follows the effect of trends in outsourcing, government influence, geographic location, technology and the working environment, qualifications, training and staff turnover on the industry. It observes how the initial surge to ‘off-shore’ call centres, from strong national customer service bases was reversed when a consumer backlash to ‘one-size-fits-all’ response was rejected by callers. Australia’s position as host to a thriving domestic call centre sector, and also as a potential target destination for offshore services from the United States of America, and to a lesser extent, from the United Kingdom, as a link in ‘follow-the-sun’ networks, and as an outsourcer of services is considered.