Call centres
The following is a list of resources on call centres. Each of these resources
has an EEO based component, and many are available for lending from the
EEO Library. The link to the library catalogue record is included, or in the case of electronic
resources, the direct resource link is provided.
BOOKS
Call Centres and Human Resource Management
Stephen Deery and Nicholas Kinnie (eds)
This publication provides a cross-national perspective on human resource management in
call centres. Based on academic research, this book looks at the main characteristics and
organisational features of call centre work; managerial strategies and employment practices;
and the effects of call centre work on employees. Implications for employers and policy
makers are also addressed. 295 pages.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7461
Gower Handbook of Call and Contact Centre Management
Author: Natalie Calvert (ed)
This collection of articles looks at a range of issues pertinent to call centres. The book is
divided into a number of sections, with part I focusing on the business plan, including vision
and strategy, and the call centre environment. Part II focuses on staff, particularly
management, and team leaders. This section also discusses recruiting the right team,
building a training and development strategy, performance management, working conditions
and retaining staff. Part III looks at contact centre technology, and part IV at standards,
processes and outsourcing. Building profitable customer relationships is also discussed in
some depth. 340 pages.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7496
Managing and Motivating Contact Center Employees
Malcolm Carlaw, et al
This US publication provides a range of tools and techniques to inspire outstanding
performance from contact centre staff. The book is divided into three key areas, with section
one outlining five ways to boost morale and performance as a means of motivating call
centre staff. Section two outlines the importance of managing and coaching staff,
particularly the role of the manager in training, measuring success, dealing with difficult
employees, and hiring the right people. The final section looks at how to develop manager
leadership skills and outlines ten key practices to ensure the call centre manager is
successful.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7513
Last updated 14.09.2009
12: The Elements of Great Managing
Rodd Magner and James K Harter
This US publication is based on the largest worldwide study of employee engagement, which
involved interviews conducted by Gallup in 10 million workplaces across 114 countries. The
book outlines the 12 key elements that managers need to know in order to create and
sustain employee engagement. A range of case studies are provided, including how to
harness engagement in call centre environments, hotels and hospitals. The book outlines
how to maintain production through power outages, and how to cope with other challenges
that may occur.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7477
Bottom Line Call Centre Management
David L Butler
This US publication outlines how to create a culture of accountability, and ensure excellent
customer service within call centres. Of particular interest are the segments which look at
competency models, skills, attitudes, choosing call centre managers, empowering
employees, employee satisfaction, and performance measures. A case study that outlines
the ROI of employee retention in call centres is included.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7512
The Meaning of Work in the New Economy
This UK publication looks at the meaning people attach to work today, and the role work
plays in people’s lives. Using case studies from the call centre and software development
industries, the authors evaluate some of the claims made for the knowledge economy. The
authors conclude that today's employees are not necessarily more work centric than
previous generations, they are simply working in a more unstable environment in terms of
increased performance targets, and huge variations in patterns of working time, making
work life balance a constant issue.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7543
2nd Annual Rostering & Shiftwork Conference (2002)
A collection of papers from the Second Annual Rostering and Shiftwork Conference held in
Auckland in 2002. The papers discuss a range of topics, and or particular interest is the
paper on rostering and work-life balance in a 24/7 call centre environment.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=4347
ELECTRONIC RESOURCES
Report of Exploratory Case Study Research into Precarious Employment
This paper from the Department of Labour discusses research conducted in non-standard
employment in four industries – call centres, cleaning, construction labour hire, and fish
processing.
http://www.dol.govt.nz/pdfs/precarious-employment.pdf
Last updated 14.09.2009
Career and commitment in call centres
Cliff Lockyer, Dora Scholarios, Aileen Watson
This research paper looks at the careers of call centre workers, exploring in particular the
relationship between call centre work and the employment experiences and career
orientations of call centre workers in Scotland.
http://www.hrm.strath.ac.uk/fow/publications%20pdf%20files/Careers%20Working%20Pap
er%20March%202002%20award%20no.pdf
Work-Life Imbalance in Call Centres and Software Development
Jeff Hyman, Chris Baldry, Dora Scholarios, Dirk Bunzel
This research paper looks at the work-life imbalance of call centre and software development
workers. The paper also discusses the impact of work on home/family life.
http://www.hrm.strath.ac.uk/fow/documents/2003BJIRhymanetalworklifeimbalanceincallcen
tresandsoftware.pdf
Work Life Balance: A Resource for the State Services Commission
This guide looks at work life balance issues for the State Sector. Of particular interest is
chapter six, which looks at how issues relating to work-life balance can be addressed or
alleviated. One of the issues discussed is call centre work and the 24/7 working
environment.
http://www.ssc.govt.nz/upload/downloadable_files/WorkLife_Balance_main_content_and_Supplement.pdf
Absenteeism from the Front Line: Explaining Employee Stress and Withdrawal in a
Call Centre
This paper reports on a study which investigated employees’ views on why they find call
centre work more stressful that other types of work and the reasons for high levels of
absenteeism in the workplace.
http://www.buseco.monash.edu.au/mgt/research/working-papers/2004/wp71-04.pdf
Variations in Job Satisfaction for Permanent and Casual Workers
This paper looks at the job satisfaction of permanent and casual call centre workers.
Findings suggest that HRM practices impact on employee satisfaction, yet there is no
difference between permanent and casual workers with respect to their satisfaction with
these practices. The report suggests that casual workers do report higher direct levels of
satisfaction than permanent workers.
http://www.buseco.monash.edu.au/mgt/research/working-papers/2006/wp8.06.pdf
Last updated 14.09.2009