Call Center - Entwicklungsstand und Perspektiven

Call Center - Entwicklungsstand und Perspektiven. Gelsenkirchen: Inst. Arbeit und Technik. Projektbericht des Instituts Arbeit und Technik, Nr. 2000-01

Bittner, Susanne / Schietinger, Marc / Schroth, Jochen / Weinkopf, Claudia


In recent times, many companies have set up so-called “Call Centers” in order to reorganise telephone contact with the customers as cost saving as possible and also to extend the service provision. Call centers are often regarded as promising employment growth (mainly by politicians) and as a “prototype” for the future organisation of customer orientated services (manly by scientists).

The objects of this project report are to evaluate available literature in the call center area and to analyse the actual information and discussion status of different aspects of this theme. Focal points are the reasons for the call center boom, industry and occupational structures, work organisation, working conditions and qualification. Furthermore, we point out some open questions and problems in the field of personnel management in call centers which will be further evaluated and analysed in the course of the research project “Personalmanagement an frequenzabhängigen Kundenschnittstellen” funded by the Bundesministerium für Bildung und Forschung.

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