Your Call Is Important to Us: Call Centres in Lethbridge, Alberta
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Date
2006
Authors
Croil, Spencer
MacLachlan, Ian
Journal Title
Journal ISSN
Volume Title
Publisher
Western Division, Canadian Association of Geographers
Abstract
In-bound and out-bound call centres have developed due to the spread of information and communication technologies and growing demand for information and technical support on a round-the-clock basis. Intense
cost competition in the call centre sector has been the impetus for the decentralization of call centre activity to
smaller peripheral cities in western Canada. Lethbridge, Alberta provides an apt case study venue with the birth of five call centres in just four years. Locational factors such as Canadian dollar exchange rates, time zones, and business climate are identified and evaluated based on
interviews with management respondents. While call centre occupations have been traditionally viewed as low skilled, low paid, and “dead-end jobs,” the Lethbridge experience suggests some basis for a more
optimistic view.
Description
Keywords
Call centers -- Canada -- Case studies , Lethbridge (Alta.) -- Call centers
Citation
Croil, S., & MacLachlan, I. (2006). Your Call Is Important to Us: Call Centres in Lethbridge, Alberta. Western Geography, 15/16, 1-27.