Abstract

MICHELI THIRION, Jordy. The Call Centers Sector: Structure and Trends. Notes about the Mexican Situation. Frontera norte [online]. 2012, vol.24, n.47, pp.145-169. ISSN 2594-0260.

I propose a general description of the relevant processes of the call center sector, during 21st Century, through the lens of this services industry's structure formed through five elements that interact with each other at different levels of intensity. These five elements are technology innovation, work process, the market, outsourcing and regulation. An explanation of all five is given, as well as the influence these scopes have on other parts of the system. The final part of the article looks at the most recent trends in the Mexican industry, under the proposed analytical framework.

Keywords : Call centers; services; technology; labor; Mexico.

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