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Ellis, V. & Taylor, P. (2006). You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre. New technology, work and employment. 21, 107-122. doi:10.1111/j.1468-005X.2006.00167.x. ISSN 1468-005X
This paper locates the emergence of call centres within the broader political economy. We demonstrate how British Gas responded to privatisation, restrictive regulation and th...