2、torjobsIntroductionSince1990s,bothcompaniesandglobaleconomyhaveexperiencedrapidgrowthbecauseoftechnologydevelopment.Originally,itwastechnologyand efficiency alonedeterminesthe basis competitivenessofonecompany. But inthepastdecades,thecompetitionbetweencompanieshasgradu
3、allymovedontofameinsteadofproducts.Serviceisbecominga centre proposition ofenterprisestodistinguishthemselvesfromtheothers.Alongsidewith growth andexpansionoftelecommunicationsandInternet,companiesrealizedthatitisnotonlypossiblebutalsonecessarytobuildupcallcentrestofulf
4、ilcustomers’requirements,inordertoincreasecompetitivenessand value.In1999,PhilTaylorandPeterBaincarriedoutasurreyoncallcentreandevaluatedtheresults,theycameupwitha opinion regardingcallcentresthatthereis“Anassemblylineinthehead”(TaylorandBain1999). Itwasthe very first r
5、eports reviewincallcenter field in amanagerialcontext andwidelyconsideredasthemost plausible ideas in industry andemployee relationship inthecallcentres. Astelecommunicationisdevelopingrapidly,weneedtoanalyzewhetherthistheoryisstill acceptable andaccurateinmodernindustr
6、y.Callcentreworkers are an example ofservicesectors. TheeffectivenessinmanagingofTaylorised job designsand surveillance methodstypicalofthistypeofwork isalsoanalyzed regardingthelowerskilledworkersin theservice sectormorewidelyratherthancallcentre only.DefinitionCallcen