Burgess, John; Connell, Julia; and Hannif, Zeenobiyah, 2005, Employment Issues in Australian Public Sector Call Centres: Differences and Similarities with the Private Sector, International Employment Relations Review, 11(1-2), 1-19.
Call centre development has been extensive and ongoing across the industrial world. These developments have resulted from an ongoing process of consolidation and restructuring of service work that has been facilitated by the continuing application of information and communication technology (ICT) to production in the service sector. Thus far, the academic discussion of call centres has been dominated by labour processes, particularly in the private sector. Meanwhile, there has been an extensive and growing use of call centres to deliver public services. Hence, this article draws on secondary data, policy documents and registered workplace agreements to examine employment related issues in Australian public sector call centres while comparing these issues with those found in private sector call centres.