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Call centres’ employment practices in global value networks: A view from Argentina as a receiving economy

Author

Listed:
  • Andrea del Bono

    (CONICET (National Council of Scientific and Technical Research), Argentina)

  • María Tatiana Gorjup

    (Universitat Rovira i Virgili, Catalonia, Spain)

  • Laura Henry

    (CONICET (National Council of Scientific and Technical Research), Argentina)

  • Mireia Valverde

    (Universitat Rovira i Virgili, Catalonia, Spain)

Abstract

The growth of offshored services has brought about an important flux of jobs from developed towards developing countries. In this context, outsourced call centres, with their complex insertion of services across countries and organisations, demonstrate a high potential to create jobs, thus influencing the labour markets of a particular country. However, there are some doubts about the quality, longevity and working conditions that these jobs afford. This article uses the conceptual background of global value chains and global networks in order to analyse the impact of outsourcing and offshoring call centre activities on the employment practices, organisation, management and quality of jobs in the receiving economy of Argentina.

Suggested Citation

  • Andrea del Bono & María Tatiana Gorjup & Laura Henry & Mireia Valverde, 2013. "Call centres’ employment practices in global value networks: A view from Argentina as a receiving economy," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 34(4), pages 693-717, November.
    • Handle: RePEc:sae:ecoind:v:34:y:2013:i:4:p:693-717
    DOI: 10.1177/0143831X12462488
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    References listed on IDEAS

    as
    1. Mireia Valverde & Gerard Ryan & María Gorjup, 2007. "An Examination of the Quality of Jobs in the Call Center Industry," International Advances in Economic Research, Springer;International Atlantic Economic Society, vol. 13(2), pages 146-156, May.
    2. Ranald Richardson & Vicki Belt, 2001. "Saved by the Bell? Call Centres and Economic Development in Less Favoured Regions," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 22(1), pages 67-98, February.
    3. Andy Cumbers & Corinne Nativel & Paul Routledge, 2008. "Labour agency and union positionalities in global production networks," Journal of Economic Geography, Oxford University Press, vol. 8(3), pages 369-387, May.
    4. Casten von Otter & Ake Sandberg, 2001. "Call Centre Jobs and Regions in the New Economy Editorial Introduction," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 22(1), pages 5-11, February.
    5. Cerrutti, Marcela, 2000. "Economic Reform, Structural Adjustment and Female Labor Force Participation in Buenos Aires, Argentina," World Development, Elsevier, vol. 28(5), pages 879-891, May.
    6. Neil M. Coe & Peter Dicken & Martin Hess, 2008. "Global production networks: realizing the potential," Journal of Economic Geography, Oxford University Press, vol. 8(3), pages 271-295, May.
    7. repec:kap:iaecre:v:13:y:2007:i:2:p:146-156 is not listed on IDEAS
    8. Harvie Ramsay, 1997. "Solidarity at Last? International Trade Unionism Approaching the Millennium," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 18(4), pages 503-537, November.
    9. Pablo Ghigliani, 2005. "International Trade Unionism in a Globalizing World: A Case Study of New Labour Internationalism," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 26(3), pages 359-382, August.
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    Cited by:

    1. Filipa Sobral & Maria José Chambel & Filipa Castanheira, 2019. "Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 40(2), pages 357-381, May.

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