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    New Technology and New Workplaces: Call Centre Careers – a Growing Reality?

    Access Status
    Fulltext not available
    Authors
    Hannif, Zeenobiyah
    Connell, Julia
    McDonnell, Anthony
    Burgess, John
    Date
    2014
    Type
    Journal Article
    
    Metadata
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    Citation
    Hannif, Zeenobiyah and Connell, Julia and McDonnell, Anthony and Burgess, John. 2014. New Technology and New Workplaces: Call Centre Careers – a Growing Reality? Labour and Industry. 24 (1): pp. 54-67.
    Source Title
    Labour and Industry
    DOI
    10.1080/10301763.2013.877116
    ISSN
    1030-1763
    URI
    http://hdl.handle.net/20.500.11937/23887
    Collection
    • Curtin Research Publications
    Abstract

    Research to date suggests that career advancement in call centres (CCs) is relatively uncommon with employees often viewing such employment as a stopgap measure before moving on to something better. This study set out to determine whether such scenarios have changed over time since CCs have become more established in their work organisation, information and communication technology (ICT) and management processes. This study particularly focused on training and development initiatives, how employees access training and development, and whether CCs support career development. Using both qualitative and quantitative methods, these issues are examined within 10 Australian CCs of varying size from various sectors. Two-thirds of respondents stated that they intended to develop a career in the industry and 7 in 10 reported that they believed there were promotional opportunities emerging in their current organisation. Despite these findings, the evidence also suggests that more needs to be done both to create coherent career paths and to establish structured, accredited training programmes for CC employees.

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