Cornell University

Global Call Center Project

169 Ives Faculty Building, 607-254-4437

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.