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call centre
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call centre

Office that deals with customers' telephone enquiries. Call centres often employ several hundred staff in a tightly regulated environment, and they are often described as the developed world's equivalent of the sweatshop, or Taylorism (see scientific management) in the 21st century.

Employees are often required to read from a predetermined script and to deal with enquiries within prescribed time limits. Supervisors often listen in to conversations. The UK took the lead in the provision of call centres, which first appeared in the 1970s, but call centres could, in theory, be run from wherever the cheapest competent labour can be found.



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In the last decade, there has been substantial growth in the number of call centres while jobs continue to be lost in the traditional resource-based sectors such as forestry.
The evolution of call centres in Northern Ontario by Pullia, Frank / Northern Ontario Business
Typical call centres have rows of operatives ceaselessly talking into their telephone headsets while crouched over computer screens.
The office: offices change constantly as new management theories and ... by The Architectural Review
Traditional legacy environments are widespread in Italy and the growth in call centres, CRM and the financial services market means there's enormous demand to use existing mainframe data in customer facing activities.
Jacada strengthens distributor network with Selesta S.p.A. in Italy by EDP Weekly's IT Monitor
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