http://worldcat.org/entity/work/id/2517126632

Trends in the telephone call centre industry

Using an industry life cycle approach, this study examines the changing location of telephone call centres in Canada. Telephone call centres are establishments that receive and/or make telephone calls for others, including: soliciting or providing information, promoting products or services, taking orders, and raising funds; this includes companies answering telephone calls and relaying messages to clients, as well as those providing voice mailbox services.--Includes text from document.

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