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

Thomas Garavan, John Wilson, Christine Cross, Ronan Carbery, I Sieben, A de Grip, C Strandberg, Clare Gubbins, Valerie Shanahan, Carol Hogan, Martin McCracken, Norma Heaton

Research output: Contribution to journalArticlepeer-review

15 Citations (Scopus)

Abstract

Purpose – 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 to argue that the complexity and diversity of training, development and HRD practices is best understood by studying the multilayered contexts within which call centres operate. Call centres operate as open systems and training, development and HRD practices are influenced by environmental, strategic, organisational and temporal conditions. Design/methodology/approach – The study utilised a range of research methods, including in-depth interviews with multiple stakeholders, documentary analysis and observation. The study was conducted over a two-year period. Findings – The results indicate that normative models of HRD are not particularly valuable and that training, development and HRD in call centres is emergent and highly complex. Originality/value – This study represents one of the first studies to investigate training and development and HRD practices and systems in European call centres.
Original languageEnglish
Pages (from-to)612-728
JournalJournal of European Industrial Training, ():.
Volume32
Issue number8
DOIs
Publication statusPublished - 1 Aug 2008

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About the authors
Thomas N. Garavan is based in the Department of Personnel and Employment Relations,
Kemmy Business School, University of Limerick, Limerick, Ireland.
John P. Wilson is based at the Institute of Work Psychology, University of Sheffield, Sheffield,
UK.
Christine Cross is based in the Department of Personnel and Employment Relations, Kemmy
Business School, University of Limerick, Limerick, Ireland.
Ronan Carbery is based in the Department of Personnel and Employment Relations, Kemmy
Business School, University of Limerick, Limerick, Ireland.
Inga Sieben is based at the Research Centre for Education and the Labour Market (ROA),
Maastricht University, Maastricht, The Netherlands.
Andres de Grip is based at the Research Centre for Education and the Labour Market (ROA),
Maastricht University, Maastricht, The Netherlands.
Christer Strandberg is based in the Department of Social Sciences, Mid Sweden University,
Sundsvall, Sweden.
Claire Gubbins is based in the Department of Management and Marketing, University College
Cork, Cork, Ireland.
Valerie Shanahan is based in the Department of Personnel and Employment Relations,
Kemmy Business School, University of Limerick, Limerick, Ireland.
Carole Hogan is based at Carole Hogan Associates, Killarney, Ireland.
Martin McCracken is based at the School of Business Organisation and Management,
University of Ulster, Jordanstown, UK.
Norma Heaton is based at the School of Business Organisation and Management, University
of Ulster, Jordanstown, UK.
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