National Country Reports
Austria
Schönauer, Annika. 2005. Qualität der Arbeit in Callcentern. Fallstudie Österreich im Global Call Center Industry Project. FORBA Forschungsbericht 5/2005
Brazil
Miranda Oliveira, M., Hoyos Guevara, A. J. de, Nelmi Trevisan, L., Nogueira, A. J. F., Giao, P. R., Fatima Silva, M. de, Resende Melo, P. L de. 2006. Brazilian Call Center Industry Report.
Canada
van Jaarsveld, Danielle, Ann Frost, and David Walker. 2006. Canadian Call Center Report. Vancouver, University of British Columbia.
Denmark
Sørensen, Ole, and Nadia El-Salanti. 2005. Call Centers in Denmark 2004: Strategy, HR Practices, and Performance. Report for the Russell Sage Foundation.
France
Lanciano-morandat, C., Nohara, H. and Tchobanian, R. 2005. French Call Center Industry Report, 2004.
Germany
Scholten, Jessica and Holtgrewe, Ursula. 2006. The Global Call Center Industry Projekt -- Deutschland: Erste Ergebnisse der Telefonumfrage fr Deutschland. No. 2/2006, Duisburger Beitrzur Soziologischen Forschung.
India
Batt, R., Doellgast, V., Kwon, H., Nopany, P. Nopany. 2005. Indian Call Center Industry Report: Strategy, HR Practices, and Performance. National Benchmarking Report.
Israel
Rafaeli, Anat, and Vilnai-Yavetz, Iris. 2005. Israel Call Center Industry.
Netherlands
De Grip, A. & I. Sieben. 2001. Klantcontact. Rekrutering, competenties en perspectieven van medewerkers in callcenters, ROA-R-2001/9, Maastricht: ROA. (report in Dutch; see pdf file ROA-R-2001_9.pdf).
Poland
Piskurek, E., and Shire, K. 2005. Callcenter in Polen. The Global Call Center Industry Project - Ergebnisse der Telefonumfrage für Polen, (Polish call center industry report). Duisburg.
South Africa
Benner, C., Rahmat, O. and Lewis, C. (2007) The South African Call Center Industry: National Benchmarking Report, Strategy, HR Practices & Performance. Johannesburg: Sociology of Work Unit and LINK Center, University of Witwatersrand.
South Korea
Kwon, H., Lee, B., and Kang, H. 2006. Korean Call Center Report, 2004: Employment, Management, and Working Conditions.
Spain
Valverde, M., Gorjup, M. T., Martí, N., Ryan, G., & Villarroya, M. 2006. The Call Center Sector in Spain: Performance, Strategies and Human Resource Management Practices (El sector de call centers en España: Funcionamiento, estrategias y prácticas de recursos humanos). Grup de Recerca Factor Humà, Organitzacions i Mercats (FHOM), Departament de Gestió d’Empreses, Universitat Rovira i Virgili, Reus, Spain.
Sweden
Christer Strandberg and Åke Sandberg. 2007. Call Centers in Sweden. A Description of Orientation, Human Resource Practices and Performance in Internal and External Call Centers. Arbetslivsinstitutet/National Institute for Working Life, Mid-Sweden University and KTH Royal Institute of Technology, Stockholm.
Strandberg, C, Sandberg, Å, and Norman, K. 2006. Callcenters i Sverige. En beskrivning av verksamhetsinriktning, human resource-metoder och prestationer Arbetslivsrapport 2006:20
U.K.
Holman, D., Wood, S., & Stride, C. 2005. Human Resource Management in U.K. Call Centers. Institute of Work Psychology in association with the Call Center Association, University of Sheffield, Sheffield.
US
Batt, Rosemary, Virginia Doellgast, and Hyunji Kwon. 2005. The US Call Center Industry: Strategy, HR Practices, and Performance. National Benchmarking Report.
