International Advances in Economic Research

, Volume 13, Issue 2, pp 146-156

First online:

An Examination of the Quality of Jobs in the Call Center Industry

  • Mireia ValverdeAffiliated withUniversitat Rovira i Virgili
  • , Gerard RyanAffiliated withUniversitat Rovira i Virgili Email author 
  • , María Tatiana GorjupAffiliated withUniversitat Rovira i Virgili

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This paper examines jobs in the information society and the new economy, taking as its focus the call center industry. More specifically, the study analyzes the degree of variability of the quality of call center jobs. In order to achieve this objective, an index of job quality is generated, and an empirical analysis of the characteristics of jobs in call centers is carried out. This allows us to determine the level and variability of quality of jobs in this sector and to establish whether the reality of these jobs is as good as the forecasts for work in the new economy.


call centers quality of jobs human resource management

JEL Classification

J50 M00 O50