The Global Call Center Report: International Perspectives on Management and Employment
Holman, David; Batt, Rosemary; Holtgrewe, Ursula
[Excerpt] This report is the first large scale international study of call center management and employment practices across all regions of the globe – including Asia, Africa, South America, North America, and Europe. Covering almost 2,500 centers in 17 countries, this survey provides a detailed account of the similarities and differences in operations across widely diverse national contexts and cultures. The centers in the survey include a total of 475,000 call center employees.
call center; global; network