New technology and new workplaces: call centre careers – a growing reality?

Research to date suggests that career advancement in call centres (CCs) is relatively uncommon with employees often viewing such employment as a stopgap measure before moving on to something better. This study set out to determine whether such scenarios have changed over time since CCs have become more established in their work organisation, information and communication technology (ICT) and management processes. This study particularly focused on training and development initiatives, how employees access training and development, and whether CCs support career development. Using both qualitative and quantitative methods, these issues are examined within 10 Australian CCs of varying size from various sectors. Two-thirds of respondents stated that they intended to develop a career in the industry and 7 in 10 reported that they believed there were promotional opportunities emerging in their current organisation. Despite these findings, the evidence also suggests that more needs to be done both to create coherent career paths and to establish structured, accredited training programmes for CC employees.

Call & response - Fall 2008

Call & Response is the newsletter of the South Carolina African American Heritage Commission, whose mission is to identify and promote the preservation of historic sites, structures, buildings, and culture of the African American experience in South Carolina. This is volume III, number 3 and includes a message from the chair, list of board members, preservation project profile, remembrance of Mr. Herbert Alexander DeCosta, Jr., news from the South Carolina Department of Archives and History, annual meeting information, and events calendar.