The Changing Face of the Call Centre Industry in Canada
by Mercedes Steedman version The Current state of the industry: In 2000 there were an estimated 13,400 call centre operations in Canada employing 570,000 workers. The sector has grown rapidly, experiencing an annual growth rate of approximately 26% in most recent years. The call centre industry is changing rapidly. Large sites of 100 plus workers now ...... more

Manitoba's Call-Centre Explosion: A Preliminary Overview
by Julie Guard version This paper briefly outlines the development and diversity of the call centre industry in Manitoba and argues that provincial policy, which has focussed solely on encouraging the growth of the industry, needs to take a more balanced approach that protects community interests as well as business interests. Why are So Many Call ...... more

Unions and Call Centres: The UK Experience
version by Peter Bain 1. Background While differences and problems persist concerning both definition and numbers, it would be generally accepted that at least 500,000 people (around 2% of the total workforce) are employed in UK call centers (Datamonitor, 2002; IDS 2002; LFS 2001; Taylor & Bain, 2001a). Although the rate of growth has declined, the ...... more

Women in European Call Centres: Work, Skills and Opportunities
Work & Equality Research version by Juliet Webster The dramatic growth of the call centre ‘industry’ across Europe over the last few years has been the subject of considerable public debate. The number of people employed in call centres in Europe has grown rapidly over the last ten years. Datamonitor has estimated that more than 1 per cent of the European ...... more