Developments in the Call Centre IndustryThe call centre industry is one of the fastest growing areas of employment in the world.Advances in information and communication technology (ICT) have led to much of the industry being automated and relocated from advanced OECD economies to countries with lower labour costs.Developments in the Call Centre Industry draws on contributions from a diverse range of countries including the USA, the UK, India, Australia, South Korea, Germany, Greece and Sweden.Authors examine the emergence of the call centre sector as an international industry.Themes covered in this original volume include call centres and:• the recruitment, training, motivation and retention of the workforce • the influence of pressures on operatives and managers to reach operating targets • gender and career aspects of the industry • trade unions and the organisation of call centre workers.