Determinants of Call Centre Location: Some Evidence for UK Urban Areas

Paul Bishop, Peter Gripaios and Gillian Bristow
Additional contact information
Paul Bishop: Plymouth Business School, University of Plymouth, Drake Circus, Plymouth, Devon, PL4 8AA, UK, Paul.Bishop@pbs.plym.ac.uk
Peter Gripaios: Plymouth Business School, University of Plymouth, Drake Circus, Plymouth, Devon, PL4 8AA, UK, Peter.Gripaios@pbs.plym.ac.uk
Gillian Bristow: Department of City and Regional Planning, Cardiff University, Glamorgan Building, King Edward V Avenue, Cardiff, CF10 3WA, UK, Bristowg1@cardiff.ac.uk

Urban Studies, 2003, vol. 40, issue 13, 2751-2768

Abstract: This paper presents new evidence concerning the spatial distribution of UK call centre activity and analyses the determinants of this distribution. The study adopts a restructuring perspective, viewing call centre growth as a strategic response by companies seeking to develop competitive advantage and a process that is changing the spatial division of labour. The data indicate that there is an uneven spatial distribution of call centre activity in the UK. The results of econometric models, utilising Tobit and negative binomial regression techniques, suggest that regional aid, population density, the existing spatial division of labour and a large local labour force have a positive influence on call centre activity. Surprisingly, there is no evidence that labour costs influence call centre location.

Date: 2003
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Persistent link: https://EconPapers.repec.org/RePEc:sae:urbstu:v:40:y:2003:i:13:p:2751-2768

DOI: 10.1080/0042098032000146876

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