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Taking Calls to Newcastle: The Regional Implications of the Growth in Call Centres

Author

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  • Ranald Richardson
  • Vicki Belt
  • Neill Marshall

Abstract

RICHARDSON R., BELT V. and MARSHALL N. (2000) Taking calls to Newcastle: the regional implications of the growth in call centres, Reg. Studies 34, 357-369. The growth of white-collar jobs in call centres has been a significant feature of the last decade. Local and regional economic development agencies have sought to attract call centres because they are a source of new jobs, and help to ameliorate the decline in employment, especially in the manufacturing sector. This paper examines the work provided in call centres, based on a case study of North East England. Call centres are characterized by a narrow range of occupations and skills, and the work regime in them is intense. The majority of the jobs are taken by women. An assessment of the long term sustainability of call centre work also highlights threats to employment from technical developments in the industry. Nevertheless, there is some evidence of limited improvements taking place in training and work practices in call centres. RICHARDSON R., BELT V. et MARSHALL N. (2000) Faisant appel ¤ a Newcastle: les retombees regionales de la croissance des centres d'appel, Reg. Studies 34, 357-369. La croissance du nombre des employes de bureau dans les centres d'appel constitue un trait majeur des dernieres dix annees. Les agences de developpement economique locaux et regionaux ont cherche ¤ a seduire les centres d'appel parce qu'elles representent un vivier de nouveaux emplois et aident ¤ a freiner le declin de l'emploi, surtout dans l'industrie. A partir d'une etude de cas realisee dans le nord-est d'Angleterre, cet article examine le travail disponible au sein des centres d'appel. Ces derniers se caracterisent par des categories socio-professionnelles et des competences peu diverses dont les cadences sont soutenues. La plupart des emplois sont occupes par des femmes. Un bilan de la perennite du travail dans les centres d'appel met l'accent sur les menaces pour l'emploi qui resultent des avancees techniques dans cette industrie. Cependant, il y a des preuves qui demontrent que les centres d'appel font des progres limites dans les domaines de la formation et des pratiques sur le lieu de travail. RICHARDSON R., BELT V. und MARSHALL N. (2000) Anruf fur Newcastle: Die Rolle der Anrufzentralen in der regionalen wirtschaftlichen Entwicklung im Nordosten Englands, Reg. Studies 34 , 357-369. Die zunehmende Beschaftigung von Angestellten in Anrufzentralen hat sich als bezeichnender Zug des letzten Jahrzehnts erwiesen. Wirtschaftsentwicklungszentren haben sich am Ort und auf regionaler Ebene bemuht, Anrufszentralen anzulocken, weil sie eine Quelle neuer Arbeitsplatze darstellen, und dazu beitragen, den Ruckgang an Erwerbtsstellen wettzumachen, besonders im herstellenden Sektor. Auf eine Studie des Falles Nordostengland gestutzt, untersucht dieser Aufsatz die Erwerbsstellen, die Anrufzentralen anbieten. Charakteristisch fur Anrufzentralen ist der beschrankte Arbeitsbereich und entsprechend geringe Facherung der Fahigkeiten, wahrend ihre Werksordnung intensive Konzentration verlagen. Stellen werden in der Mehrzahl der Falle an Frauen vergeben. Eine Beurteilung der langfristigen Dauerhaftigkeit der Erwerbsstellen in Anrufzentralen beleuchtet auch ihre Bedrohung durch technische Entwicklung innerhalb der Industrie. Nichtsdestoweniger gibt es Anzeichen, dass in Anrufzentralen begrenzte Verbesserungen in Ausbildung und Arbeitsverfahren stattfinden.

Suggested Citation

  • 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.
    • Handle: RePEc:taf:regstd:v:34:y:2000:i:4:p:357-369
    DOI: 10.1080/00343400050078132
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    References listed on IDEAS

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    1. 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.
    2. J N Marshall & R Richardson & J Hopkins, 1999. "The Employment Implications of Civil Service Reform in the United Kingdom: National and Regional Evidence from the North East of England," Environment and Planning A, , vol. 31(5), pages 803-817, May.
    3. David Knights & Darren McCabe, 1998. "‘What Happens when the Phone goes Wild?’: Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime," Journal of Management Studies, Wiley Blackwell, vol. 35(2), pages 163-194, March.
    4. Ranald Richardson & Andrew Gillespie, 1996. "Advanced communications and employment creation in rural and peripheral regions: a case study of the Highlands and Islands of Scotland," The Annals of Regional Science, Springer;Western Regional Science Association, vol. 30(1), pages 91-110.
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    1. J Howells & B Tether & F Gallouj & F Djellal & C Gallouj & K Blind & J Edler & C Hipp & F Montobbio & N Corrocher & A Macpherson & D Banach, 2004. "Innovation in Services: Issues at Stake and Trends," Working Papers halshs-01113600, HAL.
    2. 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.
    3. Vicki Belt & Ranald Richardson, 2005. "Social Labour, Employ ability and Social Exclusion: Pre-employment Training for Call Centre Work," Urban Studies, Urban Studies Journal Limited, vol. 42(2), pages 257-270, February.
    4. Thomas Hastings & Danny MacKinnon, 2017. "Re-embedding agency at the workplace scale: Workers and labour control in Glasgow call centres," Environment and Planning A, , vol. 49(1), pages 104-120, January.
    5. Zeenobiyah Hannif & Felicity Lamm, 2005. "When Non-Standard Work Becomes Precarious: Insights from the New Zealand Call Centre Industry," management revue - Socio-Economic Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 16(3), pages 324-350.

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