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La trajectoire organisationnelle des centres d'appels

Author

Listed:
  • Olivier Bouba-Olga
  • Émilie Bourdu
  • Marie Ferru

Abstract

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.
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Suggested Citation

  • Olivier Bouba-Olga & Émilie Bourdu & Marie Ferru, 2008. "La trajectoire organisationnelle des centres d'appels," Reflets et perspectives de la vie économique, De Boeck Université, vol. 0(4), pages 65-83.
    • Handle: RePEc:cai:rpvedb:rpve_474_0065
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