New technology and new workplaces: call centre careers – a growing reality?

Zeenobiyah Hannif, Julia Connell, Anthony Mcdonnell, John Burgess

Research output: Contribution to journalArticlepeer-review


Research to date suggests that career advancement in call centres (CCs) is relatively uncommon with employees often viewing such employment as a stopgap measure before moving on to something better. This study set out to determine whether such scenarios have changed over time since CCs have become more established in their work organisation, information and communication technology (ICT) and management processes. This study particularly focused on training and development initiatives, how employees access training and development, and whether CCs support career development. Using both qualitative and quantitative methods, these issues are examined within 10 Australian CCs of varying size from various sectors. Two-thirds of respondents stated that they intended to develop a career in the industry and 7 in 10 reported that they believed there were promotional opportunities emerging in their current organisation. Despite these findings, the evidence also suggests that more needs to be done both to create coherent career paths and to establish structured, accredited training programmes for CC employees.
Original languageEnglish
Pages (from-to)55-68
JournalLabour & Industry: a journal of the social and economic relations of work
Issue number1
Publication statusPublished - 2014
Externally publishedYes


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