Employment And Industrial Relations In The Dutch Call Center Sector
- Topics:
- Outsourced Services
- Tags:
- Call Centers,
- Call-center,
- Customer Relationship Management (CRM),
- Enterprise Software,
- It Operations,
- Software
- Source:
- Maastricht University
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Overview: This report focuses on employment and industrial relations in the Dutch call center sector. This fairly new industry has grown dramatically over the last decade, employing an estimated 2,5 percent of the country's workforce.1 An important distinction can be made between in-house call centers - those that serve a company's own customers - and 'subcontractors' or 'outsourced centers' - those serving the customers of other companies. In the Netherlands, the call center sector is dominated by in-house call centers; their share is estimated to range between 60 and 80 percent.2 Employees working in in-house call centers are usually covered by a collective bargaining agreement (CAO) of the company itself or the sector of industry in which the company operates.
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Format: PDF | Size: 313KB | Date: Apr 2005 | Pages: 67
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