Can and Will Call Centre Activities be Relocated to Peripheral Areas and Less Developed Countries? Indications from a Study of Call Centre Locations in Three Swedish Regions
2004 (English)In: The 9th ITF Workshop and Business Conference in Telework: Integrating physical, mental and virtual work spaces,2004, Aten, Greece: ITA , 2004Conference paper (Refereed)
Call centres have since the middle of the 1990s grown in importance as job creators in most industrialised countries. Nationally, different regions within countries compete and try to attract call centres and internationally less developed countries have started to gain interest in call centre activities. Researchers have argued that call centres will relocate to regions and countries where the labour cost is comparably low. The aim of this paper is, by applying the product cycle theory, to explore possibilities for geographical relocation of in-house as well as outsource call centre activities.
Findings from call centre locations in three Swedish regions - one rural and two urban areas - show that the product cycle theory cannot fully explain the geographical dispersion of this type of business activity in a Swedish context. This paper questions the often cited probability of call centre activities being relocated to peripheral areas and less developed countries.
Place, publisher, year, edition, pages
Aten, Greece: ITA , 2004.
Call Centres, Product Cycle Theory, Relocation, Offshoring, Outsourcing
IdentifiersURN: urn:nbn:se:liu:diva-22938Local ID: 2305OAI: oai:DiVA.org:liu-22938DiVA: diva2:243251