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

Garavan, Thomas N.; Wilson, John P.; Cross, Christine; Carbery, Ronan; Sieben, Inga; de Grip, Andries; Strandberg, Christer; Gubbins, Claire; Shanahan, Valerie; Hogan, Carole; McCracken, Martin; Heaton, Norma


Thomas N. Garavan

John P. Wilson

Christine Cross

Ronan Carbery

Inga Sieben

Andries de Grip

Christer Strandberg

Claire Gubbins

Valerie Shanahan

Carole Hogan

Martin McCracken

Norma Heaton


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.

Journal Article Type Article
Publication Date Sep 26, 2008
Deposit Date Aug 3, 2016
Journal Journal of European Industrial Training
Print ISSN 0309-0590
Publisher Emerald
Peer Reviewed Peer Reviewed
Volume 32
Issue 8/9
Pages 612-728
Keywords Europe, Call centres, Training, Employee development, Human resource development
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