Employment in call centres in Bulgaria

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Work Organisation, Labour and Globalisation

Volume 3, Issue 1

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Employment in call centres in Bulgaria

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Author(s): Vassil Kirov , Kapka Mircheva

Publication date (Print): Summer 2009

Journal: Work Organisation, Labour and Globalisation

Publisher: Pluto Journals

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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

Journal ID (doi): 10.13169

Journal ID (publisher-id): workorgalaboglob

Title: Work Organisation, Labour and Globalisation

Publisher: Pluto Journals

ISSN (Print): 1745641X

ISSN (Electronic): 17456428

Publication date (Print): Summer 2009

Volume: 3

Issue: 1

Pages: 144-157

Article

Publisher ID: workorgalaboglob.3.1.0144

DOI: 10.13169/workorgalaboglob.3.1.0144

SO-VID: 0c0ca2f7-74d1-4829-abe4-1459d4c79c82

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History

ScienceOpen disciplines: Sociology,Labor law,Political science,Labor & Demographic economics,Political economics

References

Gothoskar, S. (2006) ‘Content of and access to knowledge in the knowledge-based society: a view from the South’, The transformation of work in a global knowledge economy: towards a conceptual framework , Chania, Greece, 2006. Accessed on March 31, 2009 from http://www.worksproject.be/documents/workschaniaconferencereportfinal.pdf
Hall, P.A. & D. Soskice (2001) Varieties of capitalism: the institutional foundations of comparative advantage , Oxford: Oxford University Press
Holman, D et al. (2007) The global call center report: international perspectives on management and employment. A Report of the Global Call Center Research Network. Executive Summary
Huws, U., S. Dahlmann & J. Flecker (2004) Outsourcing of ICT and related services in the EU, European Foundation for the Improvement of Living and Working Conditions
Ialamov, T. (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).
Paul, J. & U. Huws (2002) ‘How can we help? Good practices in call-centre employment’, November 2002, Published by ETUC
Kirov, V. & R. Stoilova (eds) (2007) Changes of work and the knowledge based society, Special Issue of Sociological Problems
Kirov, V. (2005) ‘Facing EU accession: Bulgarian trade unions at the crossroads’ in D. Dimitrova & J. Vilokx (eds) Trade Unions Strategies in Central and Easter Europe: Towards Decent Work , Budapest: ILO:111–152
Mircheva, K. (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).
Pellényi, G. (2007) Magdolna Sass: Offshoring services: the case of NMS and Hungary, pp. 56–63, ICEG Conference Proceedings, Budapest

Comments

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[1] Gothoskar, S. (2006) ‘Content of and access to knowledge in the knowledge-based society: a view from the South’, The transformation of work in a global knowledge economy: towards a conceptual framework , Chania, Greece, 2006. Accessed on March 31, 2009 from http://www.worksproject.be/documents/workschaniaconferencereportfinal.pdf

[2] Hall, P.A. & D. Soskice (2001) Varieties of capitalism: the institutional foundations of comparative advantage , Oxford: Oxford University Press

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

[4] Huws, U., S. Dahlmann & J. Flecker (2004) Outsourcing of ICT and related services in the EU, European Foundation for the Improvement of Living and Working Conditions

[5] Ialamov, T. (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] Paul, J. & U. Huws (2002) ‘How can we help? Good practices in call-centre employment’, November 2002, Published by ETUC

[7] Kirov, V. & R. Stoilova (eds) (2007) Changes of work and the knowledge based society, Special Issue of Sociological Problems

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

[9] Mircheva, K. (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] Pellényi, G. (2007) Magdolna Sass: Offshoring services: the case of NMS and Hungary, pp. 56–63, ICEG Conference Proceedings, Budapest