Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada

Caroline Collin Jacques

Chapter 7 in Call Centres and Human Resource Management, 2004, pp 153-173 from Palgrave Macmillan

Abstract: Abstract The aim of this chapter is to examine the experience of professional labour in call centres within a cross-national framework. More particularly, it focuses on the work organization of nurses employed in call centre settings to provide public healthcare services by telephone. The experience of England (NHS Direct) and Quebec (Health-Info CLSC) are examined in a comparative analysis.

Keywords: Human Resource Management; Clinical Judgement; Call Centre; Clinical Decision Support System; Labour Process (search for similar items in EconPapers)
Date: 2004
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-28880-5_7

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DOI: 10.1057/9780230288805_7

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