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      Employment in call centres in Bulgaria

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      Work Organisation, Labour and Globalisation
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            Abstract

            In recent years, Bulgaria has become an important destination for call-centre outsourcing of client services from abroad. Thousands of new jobs in call centres have been created in the capital and the largest Bulgarian cities. This remarkable development has not yet been a subject of serious analysis. For this reason this article aims to present a summary of the development of the call-centre industry in Bulgaria, focusing on employment in the sector. In particular, the authors, focus on the characteristics of the workers who are sought, recruitment policies and training in call centres, working environments, remuneration practices and workplace representation of employees. The analysis makes it possible to draw some conclusions about the characteristics of employment in call centres in Bulgaria and how this compares with employment in the sector in other countries.

            Content

            Author and article information

            Journal
            10.13169
            workorgalaboglob
            Work Organisation, Labour and Globalisation
            Pluto Journals
            1745641X
            17456428
            Summer 2009
            : 3
            : 1
            : 144-157
            Article
            workorgalaboglob.3.1.0144
            10.13169/workorgalaboglob.3.1.0144
            0c0ca2f7-74d1-4829-abe4-1459d4c79c82
            © Vassil Kirov and Kapka Mircheva, 2009

            All content is freely available without charge to users or their institutions. Users are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles in this journal without asking prior permission of the publisher or the author. Articles published in the journal are distributed under a http://creativecommons.org/licenses/by/4.0/.


            Sociology,Labor law,Political science,Labor & Demographic economics,Political economics

            References

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            2. & (2001) Varieties of capitalism: the institutional foundations of comparative advantage , Oxford: Oxford University Press

            3. (2007) The global call center report: international perspectives on management and employment. A Report of the Global Call Center Research Network. Executive Summary

            4. , & (2004) Outsourcing of ICT and related services in the EU, European Foundation for the Improvement of Living and Working Conditions

            5. (2002) Sravnitelno izsledvane na tzentrovete za obajdania, TOSCA project, see ppt at http://www-it.fmi.uni-sofia.bg/tosca-bg/ (Comparative survey of the call-centres).

            6. & (2002) ‘How can we help? Good practices in call-centre employment’, November 2002, Published by ETUC

            7. & (eds) (2007) Changes of work and the knowledge based society, Special Issue of Sociological Problems

            8. (2005) ‘Facing EU accession: Bulgarian trade unions at the crossroads’ in & (eds) Trade Unions Strategies in Central and Easter Europe: Towards Decent Work , Budapest: ILO:111–152

            9. (2008) Polojitelen rabotodatelski imidj. Praktiki v razvitite darjavi i v Balgaria., Master Degree Thesis presented in the Sofia University 'Sv. Kliment Ohridski’ (Positive Employer's Image. The practice in the Developed countries and in Bulgaria).

            10. (2007) Magdolna Sass: Offshoring services: the case of NMS and Hungary, pp. 56–63, ICEG Conference Proceedings, Budapest

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