An Examination of the Quality of Jobs in the Call Center Industry

This paper examines jobs in the information society and the new economy, taking as its focus the call center industry. More specifically, the study analyzes the degree of variability of the quality of call center jobs. In order to achieve this objective, an index of job quality is generated, and an...

Full description

Saved in:
Bibliographic Details
Published in:International advances in economic research 2007-05, Vol.13 (2), p.146-156
Main Authors: Valverde, Mireia, Ryan, Gerard, Gorjup, Maria Tatiana
Format: Article
Language:English
Subjects:
Analysis
Call centers
Computer services industry
Customer services
Employees
Employment
Forecasts and trends
Human resource management
Information society
Job evaluation
Quality
Quality of work life
Studies
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:This paper examines jobs in the information society and the new economy, taking as its focus the call center industry. More specifically, the study analyzes the degree of variability of the quality of call center jobs. In order to achieve this objective, an index of job quality is generated, and an empirical analysis of the characteristics of jobs in call centers is carried out. This allows us to determine the level and variability of quality of jobs in this sector and to establish whether the reality of these jobs is as good as the forecasts for work in the new economy. [PUBLICATION ABSTRACT]
ISSN:1083-0898
1573-966X
DOI:10.1007/s11294-007-9078-y