Teams in Call Centres: Does Size Make a Difference?
In terms of service work, teams tend to be more prevalent in call centres than in other service industries. While the literature highlights key debates surrounding the use of teams in call centres, most of it is drawn from studies on large call centres that range in size from several hundred to seve...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Routledge
2013
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/25409 |
| _version_ | 1848751700028948480 |
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| author | Hannif, Z. McDonnell, A. Connell, Julia Burgess, John |
| author_facet | Hannif, Z. McDonnell, A. Connell, Julia Burgess, John |
| author_sort | Hannif, Z. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | In terms of service work, teams tend to be more prevalent in call centres than in other service industries. While the literature highlights key debates surrounding the use of teams in call centres, most of it is drawn from studies on large call centres that range in size from several hundred to several thousand seats. This article sets out to consider how the functions and experience of teams varies on the basis of call centre size by conducting case studies in three large and three small call centres. Findings indicate that large call centres are more likely to monitor performance on a team basis and use teams as a means of maintaining structural control, while small call centres did not have the capacity to engage in rivalry and competition as a means of establishing team identity. Instead, teams provided social support and were associated with team ‘longevity’ – a feature that was not apparent in the large call centres. |
| first_indexed | 2025-11-14T07:56:53Z |
| format | Journal Article |
| id | curtin-20.500.11937-25409 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T07:56:53Z |
| publishDate | 2013 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-254092017-09-13T15:15:33Z Teams in Call Centres: Does Size Make a Difference? Hannif, Z. McDonnell, A. Connell, Julia Burgess, John teams labour process call centres In terms of service work, teams tend to be more prevalent in call centres than in other service industries. While the literature highlights key debates surrounding the use of teams in call centres, most of it is drawn from studies on large call centres that range in size from several hundred to several thousand seats. This article sets out to consider how the functions and experience of teams varies on the basis of call centre size by conducting case studies in three large and three small call centres. Findings indicate that large call centres are more likely to monitor performance on a team basis and use teams as a means of maintaining structural control, while small call centres did not have the capacity to engage in rivalry and competition as a means of establishing team identity. Instead, teams provided social support and were associated with team ‘longevity’ – a feature that was not apparent in the large call centres. 2013 Journal Article http://hdl.handle.net/20.500.11937/25409 10.1080/10301763.2013.820680 Routledge restricted |
| spellingShingle | teams labour process call centres Hannif, Z. McDonnell, A. Connell, Julia Burgess, John Teams in Call Centres: Does Size Make a Difference? |
| title | Teams in Call Centres: Does Size Make a Difference? |
| title_full | Teams in Call Centres: Does Size Make a Difference? |
| title_fullStr | Teams in Call Centres: Does Size Make a Difference? |
| title_full_unstemmed | Teams in Call Centres: Does Size Make a Difference? |
| title_short | Teams in Call Centres: Does Size Make a Difference? |
| title_sort | teams in call centres: does size make a difference? |
| topic | teams labour process call centres |
| url | http://hdl.handle.net/20.500.11937/25409 |