You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre.
Journal Article
Ellis, V., & Taylor, P. (2006)
You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre. New Technology, Work and Employment, 21, 107-122. https://doi.org/10.1111/j.1468-005X.2006.00167.x
This paper locates the emergence of call centres within the broader political economy. We demonstrate how British Gas responded to privatisation, restrictive regulation and th...