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La gestion des ressources humaines dans les centres d'appels internalisés: le cas des font offices purs

Author

Listed:
  • Cécile Clergeau

    (LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes)

Abstract

Dans un contexte de mutation du travail, les centres d'appels apparaissent comme figures emblématiques de la dérégelementation du marché du travail., de la croissance des emplois atypiques et de l'utilisation massive de la flexibilité pour répondre aux besoins stratégiques des firmes. Une équipe de l'Université de Nantes a choisi d'étudier les centres d'appels en réponse à un appel à recherche de la Dares. L'analyse est focalisée sur les front office purs, c'est-à-dire des centres d'appels faiblement impliqués dans lee processus de production dont la vocation première est de favoriser l'échange d'information entre l'organisation et le client et de dégager le back office d'une part importante des relations avec ce client.

Suggested Citation

  • Cécile Clergeau, 2004. "La gestion des ressources humaines dans les centres d'appels internalisés: le cas des font offices purs," Post-Print hal-04453931, HAL.
    • Handle: RePEc:hal:journl:hal-04453931
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