The Open UniversitySkip to content
 

Data protection in the outsourced call centre: an exploratory case study

Ball, Kirstie (2010). Data protection in the outsourced call centre: an exploratory case study. Human Resource Management Journal, 20(3) pp. 294–310.

URL: http://onlinelibrary.wiley.com/doi/10.1111/hrmj.20...
DOI (Digital Object Identifier) Link: https://doi.org/10.1111/j.1748-8583.2010.00129.x
Google Scholar: Look up in Google Scholar

Abstract

Against a backdrop of growing concern about the protection of consumer data as it is transferred to call centres in offshore locations, this paper examines data protection compliance in the multiclient outsourced call centre. Using an in-depth single case study of a South African outsourcer, and drawing on the now extensive body of call centre research, it argues that data protection compliance is driven by the employment relationship and the client contract. With no research of this nature ever having been undertaken previously it is argued that compliance is affected by the manner in which employees are paid, contracted and performance managed. This study also confirms that the employment relationship is an information security measure for organisations

Item Type: Journal Item
Copyright Holders: 2010 Blackwell Publishing Ltd.
ISSN: 1748-8583
Project Funding Details:
Funded Project NameProject IDFunding Body
Not SetNot SetSocial Sciences and Humanities Research Council of Canada
Academic Unit/School: Faculty of Science, Technology, Engineering and Mathematics (STEM) > Computing and Communications
Faculty of Science, Technology, Engineering and Mathematics (STEM)
Item ID: 24667
Depositing User: Kirstie Ball
Date Deposited: 18 Nov 2010 15:18
Last Modified: 07 Dec 2018 09:43
URI: http://oro.open.ac.uk/id/eprint/24667
Share this page:

Metrics

Altmetrics from Altmetric

Citations from Dimensions

Actions (login may be required)

Policies | Disclaimer

© The Open University   contact the OU