The Global Call Center Report: International Perspectives on Management and Employment
Holman, D., Batt, R., & Holtgrewe, U. (2007). The global call center report: International perspectives on management and employment [Electronic version]. Ithaca, NY: Authors.
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[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.
David Holman, Rosemary Batt, and Ursula Holtgrewe. "The Global Call Center Report: International Perspectives on Management and Employment" 2007
Available at: http://works.bepress.com/rosemary_batt/18