Industry Research
Industry research on the call/contact centre sector, teleworking and working at home agents supported by technology including national broadband includes:
- Contact centres open IT wallet
http://pandora.nla.gov.au/pan/55524/20101007-0000/www.itwire.com/business-it-news/networking/41980-contact-centres-open-it-wallet468e.pdf - Call centres asked to do more with less
http://www.istart.com.au/index/HM20/PC0/PV210109/EX210110/AR211653 - Economy and “do not call” register hobble call centre growth
http://pandora.nla.gov.au/pan/55524/20090925-0659/www.itwire.com/content/view/27207/53/index.html - Staff churn and recruitment relief in Australian Contact Centres
http://www.callcentres.net/CALLCENTRES/LIVE/me.get?site.sectionshow&CALL449 - Budgetary Constraints Replace Staff Churn as the Top Challenge Facing Contact Centre Operators in 2009 http://www.prwire.com.au/pr/14417/budgetary-constraints-replace-staff-churn-as-the-top-challenge-facing-contact-centre-operators-in-2009
Success factors for remote and home based agent programmes: case study based evidence callcentres.net Pty Ltd (part of the ACA Research Group)
http://www.ata.asn.au/imagesDB/news/callcentresnetTelstraHomeAgentsaRealityCaseStudyReportApril2010.pdf
Developing Business News, Autumn 2010
http://www.businessbendigo.com.au/File.axd?id=8f6f6dd7-434f-4e70-93a1-f06150957fa2
Two page article (pp. 4-5) about ‘Contact centres – Bendigo sets the pace’ and ‘Strengths of Bendigo as a regional contact centre location’.
It’s your call: improving Australian call centres for workers: 2009 survey report
Barton, Ruth
http://www.asu.asn.au/data_man/publications/itsyourcall-surveyresults2009.pdf
Articulation work skills and the recognition of call centre competences in Australia
Hampson, Ian; Junor, Anne; Barnes, Alison
Journal of industrial relations. Vol. 51, No. 1, February 2009, pp. 45-58.
Invitation to express interest: Industry consultation and sector validation forums: IBSA Environment Scan 2010
Innovation and Business Skills Australia (IBSA)
http://www.ibsa.org.au/Portals/ibsa.org.au/docs/Research%20&%20Discussion%20Papers/Escan%202010%20-%20EOI%20-%20Consultation%20and%20Validation%20%20Aug2009.pdf
The future of contact centres: virtualisation, remote and home-based agents
callcentres.net Pty Ltd (part of the ACA Research Group)
http://www.callcentres.net/CALLCENTRES/LIVE/RESOURCES/DOCUMENTS/Whitepapers/callcentresnetTelstraVirtualisationWhitePaperDecember2009.pdf
The next division of labour: work skills in Australian and Indian call centres
Russell, Bob; Thite, Mohan
Work, employment and society. Vol. 22, No. 4, December 2008, pp. 615-634.
‘Doing things right’, or ‘doing the right things’?: call centre migrations and dimensions of knowledge
Broek, Diane van den
Work, employment and society. Vol. 22, No. 4, December 2008, pp. 601-613.
Contextuality and cultural texts: a case study of workplace learning in call centres
Crouch, Margaret
Journal of workplace learning. Vol. 18, Nos. 7-8, 2006, pp. 426-438.
Call centres: where to next?
Hannif, Z. Nadiyah.; Mathews, P.; Cantrick-Brooks, B.
http://ro.uow.edu.au/cgi/viewcontent.cgi?article=1782&context=commpapers
The Australian call centre industry – work practices, human resource management and institutional pressures national benchmarking report, 2005 [executive summary]
http://www.ilr.cornell.edu/globalcallcenter/research/upload/Australian-CC-Exec-Sum.pdf
Learning in a measured workplace: call centres and learning
Crouch, Margaret; Holland, Tony
Chapter in book ‘Doing thinking activity learning: proceedings of the 12th annual international conference on post-compulsory education and training: volume 1’ edited by Jean Searle, Charlie McKavanagh and Dick Roebuck
Rural telework: case studies from the Australian outback
Simpson, Lyn; Daws, Leonie; Pini, Barbara; Wood, Leanne
New technology, work and employment. Vol. 18, No. 2, July 2003, pp. 115-126.
Industry speaks!: skill requirements of leading Australian workplaces
Field, Laurie; Australia. Department of Education, Science and Training (DEST); Field Learning (Firm)
Canberra, Australian Capital Territory: Department of Education, Science and Training, 2002
Telework in Australia: findings from a national survey in selected industries
Lafferty, Geoffrey; Whitehouse, Gillian
Australian bulletin of labour. Vol. 26, No. 3, September 2000, pp.236-252.
Home-based telework and telecommuting in Australia: more myth than modern work form
Lindorff, Margaret
Asia Pacific journal of human resources. Vol. 38, No. 3, 2000, pp. 1-11.
Thank you to the Information Services and Library Branch of NCVER for providing their VOCED Plus search.
[...] Teleworking – Industry research on the call/contact centre sector, teleworking and working at home agents supported by technology including national broadband. [...]