La trajectoire organisationnelle des centres d'appels

Olivier Bouba-Olga, Emilie Bourdu and Marie Ferru ()
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Emilie Bourdu: CRIEF [Poitiers] - Centre de recherche sur l'intégration économique et financière - UP - Université de Poitiers = University of Poitiers
Marie Ferru: CRIEF [Poitiers] - Centre de recherche sur l'intégration économique et financière - UP - Université de Poitiers = University of Poitiers

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Abstract: The rapid development of call centers has given rise to many debates in France. Although this new activity leads to the creation of many jobs, people fear it will be relocated in low cost countries. The aim of this paper is to analyze precisely this industry. First, we show that relocation strategies are not so important, since firms face coordination costs that grow with distance. By focusing on the evolution of the French call center industry, we then insist on the development of local reorganization. It consists in outsourcing customer relationship management to specialized firms which tend to industrialize their process. They also benefit from collective agreement differences that allow them to impose lower wages and difficult working conditions.

Keywords: call centers; relocation; outsourcing; coordination costs; centres d'appels; délocalisation; externalisation; coûts de coordination (search for similar items in EconPapers)
Date: 2008
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Published in Reflets et Perspectives de la vie économique, 2008, XLVII, pp.65-83. ⟨10.3917/rpve.474.0065⟩

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Journal Article: La trajectoire organisationnelle des centres d'appels (2008)
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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-00460113

DOI: 10.3917/rpve.474.0065

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