Show simple item record

dc.contributor.authorHannif, Zeenobiyah
dc.contributor.authorConnell, Julia
dc.contributor.authorMcDonnell, Anthony
dc.contributor.authorBurgess, John
dc.date.accessioned2017-01-30T12:39:46Z
dc.date.available2017-01-30T12:39:46Z
dc.date.created2014-03-06T20:00:39Z
dc.date.issued2014
dc.identifier.citationHannif, 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.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/23887
dc.identifier.doi10.1080/10301763.2013.877116
dc.description.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.

dc.publisherTaylor & Francis Australasia
dc.subjecttraining
dc.subjectskills
dc.subjectcareers
dc.subjectdevelopment
dc.subjectcall centres
dc.subjectAustralia
dc.titleNew Technology and New Workplaces: Call Centre Careers – a Growing Reality?
dc.typeJournal Article
dcterms.source.volume24
dcterms.source.number1
dcterms.source.startPage54
dcterms.source.endPage67
dcterms.source.issn1030-1763
dcterms.source.titleLabour and Industry
curtin.department
curtin.accessStatusFulltext not available


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record