Cornell University

Global Call Center Project

169 Ives Faculty Building, 607-254-4437

Past Events

Third International Workshop of the Global Call Center Network:

The third conference of the Global Call Center Network was held in Edinburgh, Scotland, November 14-17, 2006.  It was funded by the Alfred P. Sloan Foundation and the Economic and Social Research Council (ESRC) of the UK. 

It brought together 35 scholars doing research in 19 countries, including Austria, Australia, Brazil, Canada, China, Denmark, France, Germany, India, Ireland, Israel, Japan, the Netherlands, Poland, South Africa, Spain, Sweden, the UK, and the US. 

It was held in conjunction with the annual conference of the UK Call Centre Employers Association and the Leonardo da Vinci programme’s CONTAKT project on human resource development in four European countries.

GCC network members presented a full day workshop, based on their collaborative international research, at the annual conference of the UK Call Centre Employers Association.  The audience for the session included over 100 call center managers, union representatives, and other academic and policy experts. 

The day of sessions included an international report on the global call center survey, 6 comparative international thematic papers, and one international comparative panel involving 5 transitional countries (South Africa, Brazil, India, Korea, China). 

Second International Workshop of the Global Call Center Network:

The second GCC workshop "Emerging Patterns of Employment, Union Representation and Job Design" took place in Berlin on June 23 and 24, 2005 upon invitation of Hans-Böckler-Stiftung and the German GCC team.  

Attending were over 30 scholars from 13 European and North American countries, who conduct research in the fields of industrial and labor relations, service sector employment, and comparative political economy.  Representatives from the German and European trade union organizations also participated in discussions centered on the collective representation of workers in the emerging call center sector. 

The workshop program included national reports on the call center sector as well as cross-national comparisons of the call center sector, employment relations, non-standard work arrangements, job design, and union representation.

In cooperation with the Russell Sage Foundation research network studying low-wage work in Europe and North America, the workshop concluded with a discussion of the quality and security provided by call center jobs in international comparison.

First Workshop of the Global Call Center Network:

The 1st global call center workshop took place in New York City at the Russell Sage Foundation on October 15-16, 2004.  The workshop was funded by the Russell Sage Foundation.  Twenty-eight participants from 17 countries attended. 

The purpose of the workshop was to bring together the international teams to coordinate research efforts.  The workshop provided the basis for developing a coherent theoretical and methodological framework for the international collaborative research.