Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres

Paul Thompson, George Callaghan and Diane Broek

Chapter 6 in Call Centres and Human Resource Management, 2004, pp 129-152 from Palgrave Macmillan

Abstract: Abstract Much of the literature on call centres focuses on work organization and surveillance. While this is valuable in its own right, issues of recruitment and socialization of labour tend to be neglected. In our case companies there is considerable evidence for the primacy accorded to the identification and shaping of social competencies as integral to interactive service work.

Keywords: Human Resource Management; Social Competency; Team Leader; Customer Service; Call Centre (search for similar items in EconPapers)
Date: 2004
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DOI: 10.1057/9780230288805_6

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