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Determinants of Call Centre Location: Some Evidence for UK Urban Areas

Author

Listed:
  • Paul Bishop

    (Plymouth Business School, University of Plymouth, Drake Circus, Plymouth, Devon, PL4 8AA, UK, Paul.Bishop@pbs.plym.ac.uk)

  • Peter Gripaios

    (Plymouth Business School, University of Plymouth, Drake Circus, Plymouth, Devon, PL4 8AA, UK, Peter.Gripaios@pbs.plym.ac.uk)

  • Gillian Bristow

    (Department of City and Regional Planning, Cardiff University, Glamorgan Building, King Edward V Avenue, Cardiff, CF10 3WA, UK, Bristowg1@cardiff.ac.uk)

Abstract

This paper presents new evidence concerning the spatial distribution of UK call centre activity and analyses the determinants of this distribution. The study adopts a restructuring perspective, viewing call centre growth as a strategic response by companies seeking to develop competitive advantage and a process that is changing the spatial division of labour. The data indicate that there is an uneven spatial distribution of call centre activity in the UK. The results of econometric models, utilising Tobit and negative binomial regression techniques, suggest that regional aid, population density, the existing spatial division of labour and a large local labour force have a positive influence on call centre activity. Surprisingly, there is no evidence that labour costs influence call centre location.

Suggested Citation

  • Paul Bishop & Peter Gripaios & Gillian Bristow, 2003. "Determinants of Call Centre Location: Some Evidence for UK Urban Areas," Urban Studies, Urban Studies Journal Limited, vol. 40(13), pages 2751-2768, December.
    • Handle: RePEc:sae:urbstu:v:40:y:2003:i:13:p:2751-2768
    DOI: 10.1080/0042098032000146876
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    References listed on IDEAS

    as
    1. Ranald Richardson & Vicki Belt & Neill Marshall, 2000. "Taking Calls to Newcastle: The Regional Implications of the Growth in Call Centres," Regional Studies, Taylor & Francis Journals, vol. 34(4), pages 357-369.
    2. R. Richardson & J. N. MARSHALL, 1999. "Teleservices, Call Centres and Urban and Regional Development," The Service Industries Journal, Taylor & Francis Journals, vol. 19(1), pages 96-116, January.
    3. Harbir Singh, 1993. "Challenges In Researching Corporate Restructuring," Journal of Management Studies, Wiley Blackwell, vol. 30(1), pages 147-172, January.
    4. Winkelmann, Rainer & Zimmermann, Klaus F, 1995. "Recent Developments in Count Data Modelling: Theory and Application," Journal of Economic Surveys, Wiley Blackwell, vol. 9(1), pages 1-24, March.
    5. J N Marshall & P A Wood, 1992. "The Role of Services in Urban and Regional Development: Recent Debates and New Directions," Environment and Planning A, , vol. 24(9), pages 1255-1270, September.
    6. Gillian Bristow & Max Munday & Peter Gripaios, 2000. "Call Centre Growth and Location: Corporate Strategy and the Spatial Division of Labour," Environment and Planning A, , vol. 32(3), pages 519-538, March.
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    Cited by:

    1. Paul Bishop, 2008. "Spatial Spillovers And The Growth Of Knowledge Intensive Services," Tijdschrift voor Economische en Sociale Geografie, Royal Dutch Geographical Society KNAG, vol. 99(3), pages 281-292, July.

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