Call centres

Ball, Kirstie (2008). Call centres. In: Clegg, Stewart and Bailey, James eds. International Encyclopaedia of Organization Studies. Sage.



A call centre is a business function which processes large volumes of telephone calls from and to internal and external customers. They emerged in the service sector in the late 1980s, and were conceived as an efficient way to conduct sales, marketing, and customer service functions. The call centre industry has expanded internationally, call centres come in all shapes and sizes, and serve a wide range of business functions.

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