ABSTRACT
This chapter discusses that the four features that are distinctive to call centre development are call centres as a way of organizing and delivering services; call centre location; call centre dependence on information technology systems; and call centres as a source of employment for women. Call centres are seen as having potential to revitalize ailing regional economies affected by reductions in traditional employment, especially manufacturing. The 'New' Regionalism appears to be part political, part geographical, part economic and part rhetoric. The region becomes the focus for policy and its locality is established by reference to the global economy. Apart from call centres connections with the new economy and new work, another attractive aspect of call centres for researchers is that call centres are a global and footloose industry. The globalization of the industry must be seen as part of the process of the internationalization of service provision from prison management, to health insurance and payroll services.
