Finding Their Voice: Call Centre Employees in a Continuous Service Delivery Context

John Burgess, Julia Connell, Anthony Mcdonnell

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

Abstract

Much has been written about call centres but not from the perspective of employee voice in an organisational context where work is highly individualised and the work pace is intensive and underpinned by ‘churn and burn’ HR. The issue is most usefully studied by examining the nature and extent of employee voice in both onshore and offshore contexts.
Original languageEnglish
Title of host publicationEmployee Voice at Work
EditorsPeter Holland, Julian Teicher, Jimmy Donaghey
PublisherSpringer Singapore
Chapter9
Pages169-181
ISBN (Electronic)9789811328206
ISBN (Print)9789811328190
DOIs
Publication statusPublished - 17 Dec 2018
Externally publishedYes

Publication series

NameWork, Organization, and Employment
ISSN (Print)2520-8837
ISSN (Electronic)2520-8845

Fingerprint Dive into the research topics of 'Finding Their Voice: Call Centre Employees in a Continuous Service Delivery Context'. Together they form a unique fingerprint.

Cite this