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Monash University Institute for Regional Studies
2nd Call Centre Research Conference
Gippsland campus
19-20 August 2004
CALL FOR PAPERS
Call centres are said to represent the most dynamic growth area in white-
collar employment internationally since the mid 1990s (Datamonitor, 2002).
For example, employee growth is estimated to rise from 7.3 million in 2001
to 13 million in 2006. In Australia there are currently 4000 call centres
with 225,000 employees representing 2.2% of the labour force.
In November 2003, the Employment Studies Centre at Newcastle University
organised the first national Call Centre conference. Keynote speaker was
Phil Taylor from Stirling University, Scotland, one of the world’s leading
Call Centre researchers. Selected papers from the first conference will be
published in a special edition of Labour & Industry in 2004. We are now
inviting abstracts for the 2nd Call Centre Conference to be hosted by the
Monash Institute for Regional Studies.
Some topic suggestions include:
· Outsourcing/offshoring
· Control/resistance
· Work organisation
· Gender/equity issues
· Training
· Regional/locational issues
· Unions
· Job quality, stress and OHS
· International comparative studies
· Customer orientation
Selected papers will be published in a journal special issue.
Please forward a 250 word abstract by 1 May 2004 and a complete paper by 1
July 2004.
All correspondence, questions and formatting details:
Mardelene Grobbelaar (IRS Executive Officer)
Email: [log in to unmask] or phone 03 -9902 7129
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