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A Female Ghetto?: Women’s Careers in Call Centres

Lookup NU author(s): Dr Vicki Belt


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Although several studies have shown that women make up the majority of the call centre workforce, their role and position in this new and expanding industry has not yet been examined. This article makes a contribution to the research gap by exploring the extent and nature of the career opportunities open to women within call centres. Current portrayals of call centre work appear to indicate that these new workplaces offer very little in the way of either job satisfaction or potential for career progression. Indeed, on the basis of existing research evidence it could be concluded that call centres represent little more than female job 'ghettos'. The article assesses this claim by drawing on women's own accounts of their work experiences and their perceptions of their prospects.

Publication metadata

Author(s): Belt V

Publication type: Article

Journal: Human Resource Management Journal

Year: 2002

Volume: 12

Issue: 4

Pages: 51-66

ISSN (print): 0954-5395

ISSN (electronic): 1748-8583

Publisher: Wiley-Blackwell Publishing Ltd.


DOI: 10.1111/j.1748-8583.2002.tb00077.x


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