A Female Ghetto? Women’s Careers in Telephone Call Centres

Vicki Belt

Chapter 8 in Call Centres and Human Resource Management, 2004, pp 174-197 from Palgrave Macmillan

Abstract: Abstract The rapid growth of telephone call centres has attracted a considerable amount of attention in the business, media and academic communities in several advanced industrial economies over the last decade. During this period, call centres have become an important new source of employment in many countries, particularly for women. Recent studies have estimated that female employees make up around 70 per cent of the call centre workforce in a number of different national and local labour market contexts (see Richardson and Marshall, 1996; IDS, 1997; Mitial, 1998; Bain and Taylor, 1999; Buchanan and Koch-Schulte, 1999; Breathnach, 2000; CWU, 2000). However, in spite of this, academic researchers have to date not examined the role and position of women in this growing ‘industry’. The objective of this chapter is to explore one dimension of this issue, namely the nature of the career prospects open to women within call centres.

Keywords: Financial Service; Team Leader; Call Centre; Career Prospect; Career Ladder (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_8

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DOI: 10.1057/9780230288805_8

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