Finding their voice: call centre employees in a continuous service context

Title: Finding their voice: call centre employees in a continuous service context
Creator: Burgess, John; Connell, Julia; McDonnell, Anthony
Relation: Employee Voice at Work p. 169-182
Relation: Work, Organisation and Employment
Publisher Link: http://dx.doi.org/10.1007/978-981-13-2820-6
Publisher: Springer
Resource Type: book chapter
Date: 2019
Description: 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.
Subject: call centres; churn and burn HR; human resources; employee voice
Identifier: http://hdl.handle.net/1959.13/1416425
Identifier: uon:37052
Identifier: ISBN:9789811328190
Language: eng

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