New Technology and New Workplaces: Call Centre Careers – a Growing Reality?
Research to date suggests that career advancement in call centres (CCs) is relatively uncommon with employees often viewing such employment as a stopgap measure before moving on to something better. This study set out to determine whether such scenarios have changed over time since CCs have become m...
| Main Authors: | , , , |
|---|---|
| Format: | Journal Article |
| Published: |
Taylor & Francis Australasia
2014
|
| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/23887 |
| _version_ | 1848751277055410176 |
|---|---|
| author | Hannif, Zeenobiyah Connell, Julia McDonnell, Anthony Burgess, John |
| author_facet | Hannif, Zeenobiyah Connell, Julia McDonnell, Anthony Burgess, John |
| author_sort | Hannif, Zeenobiyah |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Research to date suggests that career advancement in call centres (CCs) is relatively uncommon with employees often viewing such employment as a stopgap measure before moving on to something better. This study set out to determine whether such scenarios have changed over time since CCs have become more established in their work organisation, information and communication technology (ICT) and management processes. This study particularly focused on training and development initiatives, how employees access training and development, and whether CCs support career development. Using both qualitative and quantitative methods, these issues are examined within 10 Australian CCs of varying size from various sectors. Two-thirds of respondents stated that they intended to develop a career in the industry and 7 in 10 reported that they believed there were promotional opportunities emerging in their current organisation. Despite these findings, the evidence also suggests that more needs to be done both to create coherent career paths and to establish structured, accredited training programmes for CC employees. |
| first_indexed | 2025-11-14T07:50:10Z |
| format | Journal Article |
| id | curtin-20.500.11937-23887 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T07:50:10Z |
| publishDate | 2014 |
| publisher | Taylor & Francis Australasia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-238872017-09-13T13:59:38Z New Technology and New Workplaces: Call Centre Careers – a Growing Reality? Hannif, Zeenobiyah Connell, Julia McDonnell, Anthony Burgess, John training skills careers development call centres Australia Research to date suggests that career advancement in call centres (CCs) is relatively uncommon with employees often viewing such employment as a stopgap measure before moving on to something better. This study set out to determine whether such scenarios have changed over time since CCs have become more established in their work organisation, information and communication technology (ICT) and management processes. This study particularly focused on training and development initiatives, how employees access training and development, and whether CCs support career development. Using both qualitative and quantitative methods, these issues are examined within 10 Australian CCs of varying size from various sectors. Two-thirds of respondents stated that they intended to develop a career in the industry and 7 in 10 reported that they believed there were promotional opportunities emerging in their current organisation. Despite these findings, the evidence also suggests that more needs to be done both to create coherent career paths and to establish structured, accredited training programmes for CC employees. 2014 Journal Article http://hdl.handle.net/20.500.11937/23887 10.1080/10301763.2013.877116 Taylor & Francis Australasia restricted |
| spellingShingle | training skills careers development call centres Australia Hannif, Zeenobiyah Connell, Julia McDonnell, Anthony Burgess, John New Technology and New Workplaces: Call Centre Careers – a Growing Reality? |
| title | New Technology and New Workplaces: Call Centre Careers – a Growing Reality? |
| title_full | New Technology and New Workplaces: Call Centre Careers – a Growing Reality? |
| title_fullStr | New Technology and New Workplaces: Call Centre Careers – a Growing Reality? |
| title_full_unstemmed | New Technology and New Workplaces: Call Centre Careers – a Growing Reality? |
| title_short | New Technology and New Workplaces: Call Centre Careers – a Growing Reality? |
| title_sort | new technology and new workplaces: call centre careers – a growing reality? |
| topic | training skills careers development call centres Australia |
| url | http://hdl.handle.net/20.500.11937/23887 |