Ringing the changes - Despite the bad press given to call centres, many public sector organisations are following the private sector's lead and establishing them as their first point of contact with service users. We examine the impact of call centres on staff and service delivery at Brent Council, the first local authority to establish such a centre, and at the Open University, a relative ...
Year of publication:
1999
Published in:
IRS employment review. - London : Eclipse Publ. Ltd., ISSN 0143-8328, ZDB-ID 2107687X. - 1999, 694, p. 5