Finding Their Voice: Call Centre Employees in a Continuous Service Delivery Context

Burgess, K, Connell, J and McDonnell, A 2019, 'Finding Their Voice: Call Centre Employees in a Continuous Service Delivery Context' in Peter Holland, Julian Teicher, Jimmy Donaghey (ed.) Employee Voice at Work, Springer, singapore, pp. 169-182.


Document type: Book Chapter
Collection: Book Chapters

Title Finding Their Voice: Call Centre Employees in a Continuous Service Delivery Context
Author(s) Burgess, K
Connell, J
McDonnell, A
Year 2019
Title of book Employee Voice at Work
Publisher Springer
Place of publication singapore
Editor(s) Peter Holland, Julian Teicher, Jimmy Donaghey
Start page 169
End page 182
Subjects Industrial Relations
Summary Much has been written about call centres but not from the perspective of employee voice in an organisational context where work is highly individualised and the work pace is intensive and underpinned by churn and burn HR. The issue is most usefully studied by examining the nature and extent of employee voice in both onshore and offshore contexts.
Copyright notice © Springer Nature Singapore 2019
Keyword(s) Call centres
Churn and burn HR
Employee voice
ISBN 9789811328190
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Created: Mon, 29 Apr 2019, 13:04:00 EST by Catalyst Administrator
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