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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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This note was uploaded on 01/16/2014 for the course ANTHRO 33 taught by Professor Wertheim during the Spring '08 term at UCLA.
- Spring '08
- The Land