Call centres, recent history - where have they come from and how did they get here?

Hingst, Raymond D. (2004) Call centres, recent history - where have they come from and how did they get here? In: 2nd National Call Centre Research Conference, 19-20 Aug 2004, Churchill, Vic., Australia .

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The purpose of this paper is to review literature relevant to telephone call centres in order to provide readers with an understanding of the recent developmental history of call centres and answer the questions what are they?’ and ‘how did they get here? This will be achieved by drawing upon three broad and diverse categories of information: a representative selection of texts written on operational, technical and human resource related issues; journal articles in refereed publications; and, a review of the main stream and ‘trade’ media reporting of events effecting call centres which will, in the instance of the latter, principally focus on items gathered from Internet sources.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: No
Item Status: Live Archive
Additional Information: No indication of copyright restrictions.
Faculty / Department / School: Historic - Faculty of Business - Department of Economics and Resource Management
Date Deposited: 26 May 2010 11:42
Last Modified: 02 Jul 2013 23:39
Uncontrolled Keywords: call centres, mainstream media, trade media
Fields of Research : 20 Language, Communication and Culture > 2001 Communication and Media Studies > 200199 Communication and Media Studies not elsewhere classified
15 Commerce, Management, Tourism and Services > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150312 Organisational Planning and Management
Socio-Economic Objective: B Economic Development > 90 Commercial Services and Tourism > 9002 Property, Business Support Services and Trade > 900201 Administration and Business Support Services

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