IDEAS home Printed from
MyIDEAS: Log in (now much improved!) to save this article

La trajectoire organisationnelle des centres d'appels

Listed author(s):
  • Olivier Bouba-Olga
  • Émilie Bourdu
  • Marie Ferru

The rapid development of call centers has given rise to many debates in France. Although this new activity leads to the creation of many jobs, people fear it will be relocated in low cost countries. The aim of this paper is to analyze precisely this industry. First, we show that relocation strategies are not so important, since firms face coordination costs that grow with distance. By focusing on the evolution of the French call center industry, we then insist on the development of local reorganization. It consists in outsourcing customer relationship management to specialized firms which tend to industrialize their process. They also benefit from collective agreement differences that allow them to impose lower wages and difficult working conditions.

(This abstract was borrowed from another version of this item.)

If 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.

File URL:
Download Restriction: free

File URL:
Download Restriction: free

Article provided by De Boeck Université in its journal Reflets et perspectives de la vie économique.

Volume (Year): XLVII (2008)
Issue (Month): 4 ()
Pages: 65-83

in new window

Handle: RePEc:cai:rpvedb:rpve_474_0065
Contact details of provider: Web page:

No references listed on IDEAS
You can help add them by filling out this form.

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

When requesting a correction, please mention this item's handle: RePEc:cai:rpvedb:rpve_474_0065. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Jean-Baptiste de Vathaire)

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.

This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.