ICT and the location of call centres: regional and local patterns
AbstractOne of the sectors that gained most of the boost in ICT developments is the call centres sector. The focus in this paper is on spatial diffusion patterns of call centres in the Netherlands. The number of call centres has increased rapidly in the last decade and it seems that impacts of call centres on the labour market are still underestimated. We will pay attention to two spatial levels: first, regional and second, local. Given the labour intensity and quality required by call centres and the absence of physical contacts with consumers one might expect that most call centres are located in the more peripheral regions of the country. In those peripheral regions there is less pressure on the labour market and the level of education - in particular the ability to speak English is almost as good as elsewhere in the country. At the local level we are interested in the precise location of the call centres. We expect that they will prefer back office locations or even locations on cheap industrial sites, again due to the absence of physical contacts with consumers. They only will need enough parking space for their employees, since this is a relatively labour intensive economic activity. In this exploratory study we will analyze the spatial diffusion patterns of call centres in the Netherlands and link them to regional labour market developments and other location factors.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoPaper provided by VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics in its series Serie Research Memoranda with number 0026.
Date of creation: 2004
Date of revision:
Contact details of provider:
Web page: http://www.feweb.vu.nl
call centres; Netherlands; spatial diffusion patterns; labour market;
Find related papers by JEL classification:
- R12 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General Regional Economics - - - Size and Spatial Distributions of Regional Economic Activity; Interregional Trade (economic geography)
- L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
- R23 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Household Analysis - - - Regional Migration; Regional Labor Markets; Population
This paper has been announced in the following NEP Reports:
- NEP-ALL-2005-07-11 (All new papers)
- NEP-GEO-2005-07-11 (Economic Geography)
- NEP-INO-2005-07-11 (Innovation)
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Gillian Bristow & Max Munday & Peter Gripaios, 2000. "Call centre growth and location: corporate strategy ;and the spatial division of labour," Environment and Planning A, Pion Ltd, London, vol. 32(3), pages 519-538, March.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (R. Dam).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.