Friday, June 08, 2007
[IWS] THE GLOBAL CALL CENTER REPORT: INTERNATIONAL PERSPECTIVES ON MANAGEMENT AND EMPLOYMENT [23 May 2007]
IWS Documented News Service
_______________________________
Institute for Workplace Studies----------------- Professor Samuel B. Bacharach
School of Industrial & Labor Relations-------- Director, Institute for Workplace Studies
Cornell University
16 East 34th Street, 4th floor---------------------- Stuart Basefsky
New York, NY 10016 -------------------------------Director, IWS News Bureau
________________________________________________________________________
The Global Call Center Project
http://www.ilr.cornell.edu/globalcallcenter/
and
http://www.ilr.cornell.edu/globalcallcenter/enter.html
The Global Call Center Report: International Perspectives on Management and Employment [23 May 2007]
Report of the Global Call Center Network
http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Rept-US-Version.pdf
[full-text, 63 pages -- U.S. Format & Style]
or
Executive Summary
http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Rept-Exec-Sum-US-Version.pdf
[full-text, 10 pages -- U.S. Format & Style]
http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Rept-UK-Version.pdf
[full-text, 63 pages -- U.K. Format & Style]
or
Executive Summary
http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Exec-Sum-UK-Version.pdf
[full-text, 10 pages -- U.K. Format & Style]
Press Release at-
http://www.news.cornell.edu/stories/May07/ILR.call.center.sl.html
and
http://www.ilr.cornell.edu/news/052307_GlobalCallCenterProject.html
[excerpt]
This report is the first large scale international study of call center management and employment
practices across all regions of the globe including Asia, Africa, South America, North America, and
Europe. Covering almost 2,500 centers in 17 countries, this survey provides a detailed account of the
similarities and differences in operations across widely diverse national contexts and cultures. The
centers in the survey include a total of 475,000 call center employees.
Participating countries include: Austria, Brazil, Canada, Denmark, France, Germany, India, Ireland,
Israel, Netherlands, Poland, South Africa, South Korea, Spain, Sweden, UK, and the US.
We examine such questions as:
Ø How 'global' is this sector? Is there a universal best practice model of management emerging across countries or have managers developed alternative approaches and innovative strategies?
Ø How similar or different are management practices across countries, and what explains differences within countries?
Ø How do inhouse centers compare to subcontractors? And how do business focused centers compare to mass market centers?
Ø What strategies contribute to better operations, job quality, turnover, and absenteeism?
We cover a wide range of topics:
Ø Adoption of new technologies
Ø Workforce characteristics
Ø Selection, staffing, and training
Ø Work design, workforce discretion, and teamwork
Ø Compensation strategies and levels for employees and managers
Ø The extent of collective bargaining and works council representation
Our findings suggest that the call center sector has emerged at about the same time in many countries
around the globe roughly in the last 5 to 10 years. It serves a broad range of customers in all industry
sectors and offers a wide range of services from very simple to quite complex. It is an important source
of employment and new job creation everywhere.
AND MUCH MORE....
Table of Contents
Page
Executive Summary v
Introduction 1
Part I The Global Picture: Convergent National Trends 4
Part II The Global Picture: Divergent National Trends 11
Part III The Business Level
Picture: Subcontracting & Customer Segmentation 24
Part IV Call Center Outcomes 36
Part V Conclusion 44
Appendices
A Acknowledgement of Sponsors (by country) 46
B Technical Notes on Research Methods 47
C References for National Country Reports 50
______________________________
This information is provided to subscribers, friends, faculty, students and alumni of the School of Industrial & Labor Relations (ILR). It is a service of the Institute for Workplace Studies (IWS) in New York City. Stuart Basefsky is responsible for the selection of the contents which is intended to keep researchers, companies, workers, and governments aware of the latest information related to ILR disciplines as it becomes available for the purposes of research, understanding and debate. The content does not reflect the opinions or positions of Cornell University, the School of Industrial & Labor Relations, or that of Mr. Basefsky and should not be construed as such. The service is unique in that it provides the original source documentation, via links, behind the news and research of the day. Use of the information provided is unrestricted. However, it is requested that users acknowledge that the information was found via the IWS Documented News Service.
Stuart Basefsky
Director, IWS News Bureau
Institute for Workplace Studies
Cornell/ILR School
16 E. 34th Street, 4th Floor
New York, NY 10016
Telephone: (607) 255-2703
Fax: (607) 255-9641
E-mail: smb6@cornell.edu
****************************************
_______________________________
Institute for Workplace Studies----------------- Professor Samuel B. Bacharach
School of Industrial & Labor Relations-------- Director, Institute for Workplace Studies
Cornell University
16 East 34th Street, 4th floor---------------------- Stuart Basefsky
New York, NY 10016 -------------------------------Director, IWS News Bureau
________________________________________________________________________
The Global Call Center Project
http://www.ilr.cornell.edu/globalcallcenter/
and
http://www.ilr.cornell.edu/globalcallcenter/enter.html
The Global Call Center Report: International Perspectives on Management and Employment [23 May 2007]
Report of the Global Call Center Network
http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Rept-US-Version.pdf
[full-text, 63 pages -- U.S. Format & Style]
or
Executive Summary
http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Rept-Exec-Sum-US-Version.pdf
[full-text, 10 pages -- U.S. Format & Style]
http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Rept-UK-Version.pdf
[full-text, 63 pages -- U.K. Format & Style]
or
Executive Summary
http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Exec-Sum-UK-Version.pdf
[full-text, 10 pages -- U.K. Format & Style]
Press Release at-
http://www.news.cornell.edu/stories/May07/ILR.call.center.sl.html
and
http://www.ilr.cornell.edu/news/052307_GlobalCallCenterProject.html
[excerpt]
This report is the first large scale international study of call center management and employment
practices across all regions of the globe including Asia, Africa, South America, North America, and
Europe. Covering almost 2,500 centers in 17 countries, this survey provides a detailed account of the
similarities and differences in operations across widely diverse national contexts and cultures. The
centers in the survey include a total of 475,000 call center employees.
Participating countries include: Austria, Brazil, Canada, Denmark, France, Germany, India, Ireland,
Israel, Netherlands, Poland, South Africa, South Korea, Spain, Sweden, UK, and the US.
We examine such questions as:
Ø How 'global' is this sector? Is there a universal best practice model of management emerging across countries or have managers developed alternative approaches and innovative strategies?
Ø How similar or different are management practices across countries, and what explains differences within countries?
Ø How do inhouse centers compare to subcontractors? And how do business focused centers compare to mass market centers?
Ø What strategies contribute to better operations, job quality, turnover, and absenteeism?
We cover a wide range of topics:
Ø Adoption of new technologies
Ø Workforce characteristics
Ø Selection, staffing, and training
Ø Work design, workforce discretion, and teamwork
Ø Compensation strategies and levels for employees and managers
Ø The extent of collective bargaining and works council representation
Our findings suggest that the call center sector has emerged at about the same time in many countries
around the globe roughly in the last 5 to 10 years. It serves a broad range of customers in all industry
sectors and offers a wide range of services from very simple to quite complex. It is an important source
of employment and new job creation everywhere.
AND MUCH MORE....
Table of Contents
Page
Executive Summary v
Introduction 1
Part I The Global Picture: Convergent National Trends 4
Part II The Global Picture: Divergent National Trends 11
Part III The Business Level
Picture: Subcontracting & Customer Segmentation 24
Part IV Call Center Outcomes 36
Part V Conclusion 44
Appendices
A Acknowledgement of Sponsors (by country) 46
B Technical Notes on Research Methods 47
C References for National Country Reports 50
______________________________
This information is provided to subscribers, friends, faculty, students and alumni of the School of Industrial & Labor Relations (ILR). It is a service of the Institute for Workplace Studies (IWS) in New York City. Stuart Basefsky is responsible for the selection of the contents which is intended to keep researchers, companies, workers, and governments aware of the latest information related to ILR disciplines as it becomes available for the purposes of research, understanding and debate. The content does not reflect the opinions or positions of Cornell University, the School of Industrial & Labor Relations, or that of Mr. Basefsky and should not be construed as such. The service is unique in that it provides the original source documentation, via links, behind the news and research of the day. Use of the information provided is unrestricted. However, it is requested that users acknowledge that the information was found via the IWS Documented News Service.
Stuart Basefsky
Director, IWS News Bureau
Institute for Workplace Studies
Cornell/ILR School
16 E. 34th Street, 4th Floor
New York, NY 10016
Telephone: (607) 255-2703
Fax: (607) 255-9641
E-mail: smb6@cornell.edu
****************************************
# posted by SBasefsky : 6:34 AM
