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Towards a model for call centre location
Linköping University, Department of Computer and Information Science, EISLAB - Economic Information Systems. Linköping University, The Institute of Technology.
Linköping University, Department of Computer and Information Science, EISLAB - Economic Information Systems. Linköping University, The Institute of Technology.
Linköping University, Department of Computer and Information Science, EISLAB - Economic Information Systems. Linköping University, The Institute of Technology.
(English)Manuscript (preprint) (Other academic)
Abstract [en]

A structural transformation is taking place in most industrialised countries as we move from traditional manufacturing businesses to more information andknowledge based businesses. Job creation plays a key role in today's society, and information and communication technology is often regarded as a facilitator, both in creating new jobs and in geographically relocating employment between regions. In tlus development, call centres seem to be of major importance. Call centre is an organisational solution made possible by developments in information and communication technology. Research on industrial location has a long history. It has tended to focus on location of manufacturing industries, and knowledge of determinants for the location of more service and information based organisations is less developed.

This study is based on empirical findings from a case study of a Swedish region that has achieved outstanding success as an area for call centre localisation. Several factors have contributed to the positive development of that region and the process has been going on for a long period of time. The aim of the paper is to identify which factors play a role in the location, or relocation, of call centre activities to a specific region. Our findings are presented as a model for call centre location based on five general factors: Market Existence and Access, Communications and Organisation Related Considerations, Business Environment and Community Related Factors, Resource Availability and Entrepreneurship. These factors are viewed as puzzle pieces that together comprise a model for call centre location. One principal finding is that it is important to distinguish between choice of location for information and knowledge based businesses and for more traditional service and manufacturing businesses.

Keyword [en]
Call Centre, Contact Centre, Location, Regional Development
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:liu:diva-100370OAI: oai:DiVA.org:liu-100370DiVA: diva2:661632
Available from: 2013-11-04 Created: 2013-11-04 Last updated: 2013-11-04
In thesis
1. Calling for call centres: a study of call centre locations in a Swedish rural region
Open this publication in new window or tab >>Calling for call centres: a study of call centre locations in a Swedish rural region
2004 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

The business economy is undergoing structural changes as we are moving towards more information based businesses. Most studies of industrial location have however focused on manufacturing activities and there is a lack in knowledge of the exact determinants for the location of information based and geographically independent activities. Traditional locational theories have to be complemented with factors that consider these types of businesses. A focus on information based and geographically independent organisations, such as call centres, has a potential to fuel research into industrial location.

The general aim of this thesis is, from a business perspective, to explore and identify a number of factors that are of importance for call centre locations in a specific region. More specifically, the thesis deals with the fact that development and use of information and communication technology, organisational prerequisites in form of changed organisational structures and management of organisations and also more individually related aspects nowadays seem to play an important role for both how business are organised and for where they are located. The thesis is mainly based on a case study of a Swedish rural region that has been successful in its efforts to attract and develop call centre activities.

First, it is shown that the call centre concept is full of nuance and researchers as well as practitioners use the concept differently. In order to enhance and balance discussions about call centres and also facilitate the process of comparing research findings, ten characteristics that are regarded as useful for discriminating among call centre activities are presented. Second, the importance of distinguishing location choices for information based business from location choices for more traditional service business and manufacturing businesses is an important finding and examples that support this are given. A third finding is that even though call centres are often regarded as geographically independent, the proximity that can be offered with cluster formations seems to be of importance also for this type of businesses. It is however more about horizontal integration and not about vertical integration, which is often present for manufacturing businesses. Finally, call centres seem to offer opportunities for regions and localities that wish to create work opportunities and achieve a positive regional development and this applies especially to rural or peripheral areas. However, in order to be successful there are many interacting factors that have to be considered and dealt with and it is important to notice that it often takes time to build up a positive climate for call centre businesses in a region, i.e. different regional actors can and have to do much more than just call for call centres.

Place, publisher, year, edition, pages
Linköping: Linköpings universitet, 2004. 68 p.
Series
Linköping Studies in Science and Technology. Thesis, ISSN 0280-7971 ; 1084Dissertation from the Swedish Research School of Management and Information Technology (MIT). Licentiate theses, ISSN 1653-2554 ; 5
Keyword
Call centres
National Category
Computer Science
Identifiers
urn:nbn:se:liu:diva-22925 (URN)2285 (Local ID)91-7373-930-8 (ISBN)2285 (Archive number)2285 (OAI)
Presentation
2004-04-22, John von Neumann, Hus B, Linköping Universitet, Linköping, 13:15 (Swedish)
Available from: 2009-10-07 Created: 2009-10-07 Last updated: 2013-11-04

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Moberg, Anna

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