Mapping the context and practice of training, development and HRD in European call centers

• AbstractPurpose – Utilising data from 18 in-depth case studies, this study seeks to explore training,development and human resource development (HRD) practices in European call centres. It aims toargue that the complexity and diversity of training, development and HRD practices is bestunderstood by studying the multilayered contexts within which call centres operate. Call centresoperate as open systems and training, development and HRD practices are influenced byenvironmental, strategic, organisational and temporal conditions.Design/methodology/approach – The study utilised a range of research methods, includingin-depth interviews with multiple stakeholders, documentary analysis and observation. The studywas conducted over a two-year period.Findings – The results indicate that normative models of HRD are not particularly valuable and thattraining, development and HRD in call centres is emergent and highly complex.Originality/value – This study represents one of the first studies to investigate training anddevelopment and HRD practices and systems in European call centres.

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Europe

Call centers

Training

Employee development

Hurman resource development

Business studies

Företagsekonomi

Publikations- och innehållstyp

ref (ämneskategori)

art (ämneskategori)