Call Center Nation:
The truth about the phone service industry
By RuthAnn Hogue
Coming Soon! This is the perfect follow-up to Growing Pains: Part One
An in-depth look at the exploding teleservices industry
Paperback: 109 pages
ISBN: 0977149005
Whiptail Publishing
Synopsis:
Teleservices: It's the fastest-growing industry in Tucson and among those exploding in North America and around the world. As of 1998, between 6 million and 7 million agents work in some 48,000 call centers based in the United States handling inbound calls for businesses and government agencies. With 16,000 agents then in Tucson, a number that was predicted to double by the year 2003, questions swirl regarding an industry sometimes called the ``sweatshops of the '90s.'' This report takes a look at call centers, then and now. Only by understanding where one has been can one look to the future. Growing Pains: Part One is designed to build a foundation from which one can benchmark the industrys progress. Tucson, a typical call center city, serves as the main case study for this report, but the results translate well into just about any call-center market.This report begins with a call to action from union organizers who saw Tucson teleservices providers fertile ground from which to recruit workers frustrated by what can only be called growing pains.
RuthAnn Hogue is the award-winning author of Goodbye, Walter: The Inspiring Story of a Terminal Cancer Patient
Growing Pains: Part One is now on sale for $13.99
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