Geographie Des Centres D'Appel

This survey on the geography of call centres provides evidence of the spatial interaction of three dynamics stemming from the major forces of globalization, territorial atmosphere, and the play of territorial scales. Interaction between technical, economic and cultural geographies and that of the institutional environment generates spatial differentiations essential to an understanding of the geography of teleservices. Spatial effect analysis shows that a dominant process of global dissemination contains a process of metropolization, including a new form of dissemination. This metropolitan dissemination hints at a concentration of activities on some sites or buildings. Actors, far from being freed from the "roughness" of space, are increasingly driven to integrate quantitative or cognitive territorial variables into their strategies. From this study it distinctly appears that territorial human resource allocation is still the key explanatory variable in the location of call centres.