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dc.contributor.authorConnell, Julia
dc.contributor.authorHannif, Z.
dc.identifier.citationConnell, J. and Hannif, Z. 2009. Call centres, quality of work life and HRM practices. Employee Relations. 31 (4-5): pp. 363-381.

Purpose – The paper seeks to determine whether and how the quality of working life (QWL) varies between call centres (CCs) in the in-house/outsourced, public and private sectors and the implications of these findings on human resource management (HRM). Design/methodology/approach – This paper reports on findings derived through empirical qualitative case study research in two Australian CCs: Govtcall, an in-house, public-sector CC, and Sales plus, an outsourced, private-sector CC. Quality of work life outcomes are determined through in-depth interviews with CSOs, supervisors and managers, where a comparative approach is utilised. Findings – The in-house, public-sector CC Govtcall emerges as being inferior in terms of job content, working hours and managerial/supervisory style and strategies. Conversely, Sales plus features a management model that is more akin to what would be expected in a CC operating under a professional service model. Research limitations/implications – The sample size was limited to two CCs; thus, the findings may not be representative of the wider CC context. Practical implications – A productivity orientation and employee focus are not a mutually exclusive phenomenon. Union presence and public-sector status do not guarantee better working conditions and higher QWL. Managerial styles and strategies have a significant impact on QWL in the CC context. Originality/value – QWL is an under-researched area where CCs are concerned. Similarly, much of the existing CC research is based on the private sector, despite the public sector emerging as a large user of CC operations.

dc.publisherEmerald Group Publishing Limited
dc.subjectJob satisfaction
dc.subjectCall centres
dc.subjectHuman resource management
dc.titleCall centres, quality of work life and HRM practices
dc.typeJournal Article
dcterms.source.titleEmployee Relations
curtin.accessStatusFulltext not available

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