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

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

Journal of European Industrial Training

ISSN: 0309-0590

Article publication date: 26 September 2008

8255

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.

Keywords

Citation

Garavan, T.N., Wilson, J.P., Cross, C., Carbery, R., Sieben, I., de Grip, A., Strandberg, C., Gubbins, C., Shanahan, V., Hogan, C., McCracken, M. and Heaton, N. (2008), "Mapping the context and practice of training, development and HRD in European call centres", Journal of European Industrial Training, Vol. 32 No. 8/9, pp. 612-728. https://doi.org/10.1108/03090590810918764

Publisher

:

Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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