Call centres’ employment practices in global value networks: A view from Argentina as a receiving economy

Andrea del Bono, María Tatiana Gorjup, Laura Henry and Mireia Valverde
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Andrea del Bono: CONICET (National Council of Scientific and Technical Research), Argentina
María Tatiana Gorjup: Universitat Rovira i Virgili, Catalonia, Spain
Laura Henry: CONICET (National Council of Scientific and Technical Research), Argentina
Mireia Valverde: Universitat Rovira i Virgili, Catalonia, Spain

Economic and Industrial Democracy, 2013, vol. 34, issue 4, 693-717

Abstract: The growth of offshored services has brought about an important flux of jobs from developed towards developing countries. In this context, outsourced call centres, with their complex insertion of services across countries and organisations, demonstrate a high potential to create jobs, thus influencing the labour markets of a particular country. However, there are some doubts about the quality, longevity and working conditions that these jobs afford. This article uses the conceptual background of global value chains and global networks in order to analyse the impact of outsourcing and offshoring call centre activities on the employment practices, organisation, management and quality of jobs in the receiving economy of Argentina.

Keywords: Call centres; employment practices; global value chain; networks; offshoring (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:sae:ecoind:v:34:y:2013:i:4:p:693-717

DOI: 10.1177/0143831X12462488

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