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Call centres as we now know them came into existence

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Unformatted text preview: tutional culture has always incorporated the disciplines of globalized capitalism. Call centres as we now know them came into existence when it was recognized that advances in telephony and computing enabled customer service functions traditionally performed locally (e.g. in each branch of a bank or travel agency) to be # Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:6 ± disk/mp 328 CAMERON concentrated in a single `remote' location with access to a central computer database. Companies can cut costs by routing all customer enquiries to one point, and since its physical location is irrelevant ± customers do not have to go there ± it can be put where rents and labour costs are low. In addition, since call centre operators, unlike more traditional clerical workers, perform only one function, the work itself can be organized to maximize productivity. Again, this goal is pursued with the aid of technology. Many centres use an Automated Call Distribution (ACD) system which ensures that incoming calls are passed to operators as soon as they become available, meaning that...
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