call centre

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call centre

A central hub for receiving calls and routing callers to the appropriate resources. In healthcare, call centres—staffed or automated, outsourced or in house—can be used to offload non-emergency callers, link consumers to educational messages or route them to physician scheduling systems.
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References in periodicals archive ?
Akriti Goenka from Delhi, who has lived in the UK for four years, says Indian call centres simply need better training.
If the Middlesbrough call centre workers in Lloyd's account are subjectively ambivalent, the figure of the Indian call centre worker is, as the authors identify in yet another conceptual offering, one of "pseudohybridity." (55) These workers earn two to three times the starting salaries offered in many other service industries and much more than their parents ever did.
Scott might call the "hidden transcript" of the Indian call centre labour force that daily tends to the communicative requirements of global capitalism.
(2005) 'Social and cultural impact of outsourcing: Emerging issues from Indian call centres', Harvard Asia Quarterly, 9 (3), pp.
In any other profession they'd have been replaced years ago by an Indian call centre. I think that's how we should go at this.
A British newspaper investigation revealed that customer details, including bank accounts, passport numbers, mobile numbers and even medical records, can be bought from poorly paid Indian call centre workers for small amounts of cash.
Indian call centre workers earn pounds 2,000 a year compared with about pounds 12,000 for UK staff.
It says that many UK jobs were lost as Indian call centre business developed, and this opportunity presents UK workers with a contract to work in India and a chance to enjoy a much lower cost of living.
One notorious theft which took place earlier this year, was of the personal details of thousands of UK-based customers of Barclays Bank which had its operations outsourced to an Indian call centre. This sparked alarm as offshore IT and business process outsourcing is the country's fastest growing industry, generating revenues of US$17.3 billion and employment to 695,000 young Indians.
IBM also bought Indian call centre management company Daksh eServices, one of the country's largest outsourcing businesses, for about $170 million.
(2009), "Experiencing Depersonalized Bullying: a Study of Indian Call Centre Agents", Work Organiza tion, Labour and Globalization, 3 (1): 2646.
Carwyn then trumpets the "creation" of hundreds of jobs by an Indian call centre company.

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