Call centre

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A call centre or call center is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. wiki "Call center workers make up about 3 percent of the United States’ workforce, 1-2 percent in Europe, and numbers are rapidly increasing in Asia, Latin America, and Africa. The most popular destinations for outsourced call centers today are India and the Philippines, with 350,000 and 400,000 workers respectively." [1]

"In the United States, there is a marked difference in professional opportunities, wages, and working conditions between unionized and non-union call centres. Workers in non-union centres consistently report that they are poorly paid, subject to arbitrary decisions by managers, monitored unfairly, and do not receive appropriate training. In general, the atmosphere in non-union call centres is unprofessional and exploitive of the average worker." [2]

In the UK, PCS the union has published the "Call centre charter - a framework for workers' rights," "an important development for activists and members and is intended to increase the strength and influence of the union in this sector of the economy."

Leicestershire (UK)

In February 2010 it was reported that: "Leicestershire has previously been dubbed the UK's call centre capital because of the high number of operators in the county attracted by its central location and access to labour. One of the biggest is the British Gas call centre in Grove Park, Enderby, which employs 1,200. Last year, Autoglass announced it was creating 50 jobs by opening a new call centre at Bardon Business Park, near Coalville, in the wake of a surge in demand from motorists wanting their car windows repaired. As reported in today's Leicester Mercury, 55 new call centre workers are being taken on by First Assist, in Hinckley, a firm which runs the Government's Community Legal Advice helpline. Jobs have also been created recently at car dealership Sytner's call centre in Grove Park..." [3]


Critical Books

Examples of Union Activism

Examples of notable call centre companies

Resources and articles

Related Sourcewatch


  1. Answer the Call: Raising wages and professionalism in call centres, p.1, accessed November 14, 2013.
  2. Answer the Call: Raising wages and professionalism in call centres, p.7, accessed November 14, 2013.
  3. Leicester Mercury Leicester call centre creates 30 jobs, organizational web page, accessed November 14, 2013.