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A Female Ghetto? Women’s Careers in Telephone Call Centres

In: Call Centres and Human Resource Management

Author

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  • Vicki Belt

Abstract

The rapid growth of telephone call centres has attracted a considerable amount of attention in the business, media and academic communities in several advanced industrial economies over the last decade. During this period, call centres have become an important new source of employment in many countries, particularly for women. Recent studies have estimated that female employees make up around 70 per cent of the call centre workforce in a number of different national and local labour market contexts (see Richardson and Marshall, 1996; IDS, 1997; Mitial, 1998; Bain and Taylor, 1999; Buchanan and Koch-Schulte, 1999; Breathnach, 2000; CWU, 2000). However, in spite of this, academic researchers have to date not examined the role and position of women in this growing ‘industry’. The objective of this chapter is to explore one dimension of this issue, namely the nature of the career prospects open to women within call centres.

Suggested Citation

  • Vicki Belt, 2004. "A Female Ghetto? Women’s Careers in Telephone Call Centres," Palgrave Macmillan Books, in: Stephen Deery & Nicholas Kinnie (ed.), Call Centres and Human Resource Management, chapter 8, pages 174-197, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-28880-5_8
    DOI: 10.1057/9780230288805_8
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    Cited by:

    1. Rogozin, Dmitriy (Рогозин, Дмитрий), 2018. "Field Interviewer Profession [Профессия Полевой Интервьюер]," Working Papers 051809, Russian Presidential Academy of National Economy and Public Administration.

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