This work looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
STEPHEN DEERY is Professor of Health Service Management and Human Resource Management at King's College London. Prior to this he was Head of Department of Industrial Relations and Management at the University of Melbourne. - NICK KINNIE is Senior Lecturer in Employment Relations and Human Resource Management.