And, of course, there are deep-rooted beliefs in society about the different strengths of each gender. Call centre work is often amenable to flexible working, which makes it attractive to women of child-rearing age. Some women may choose themselves to work in call centres. Of course, greater female rule compliance is just one among several explanations for why women are disproportionately represented in call centre jobs. “You do find that the men are more likely to be doing things that they shouldn’t be doing, whereas women stick to the procedure and the way it should be done.” Managers (of both sexes) say things like:
Interviews with call centre managers and recruiters suggest that female workers are preferred over males because they stick to the rules. The extent to which they follow these instructions is monitored by managers, and their salaries and career advancement can depend upon it. Agents are instructed to speak to customers in certain ways. After extensive interviews with call centre managers and agents, as well as an investigation into the industry’s working culture and practices in Scotland and Denmark, it became clear that call centres are built on the sexist attitudes embedded in society.Ĭall centres are intensely regulated and target-driven work places.
My research sheds light on this phenomenon.
#CALLCENTER GIRLS PROFESSIONAL#
The reason for this is linked to one of the biggest conundrums in gender equality: how can it be that girls consistently outperform boys in schools and yet, by the time they reach adulthood and enter into the professional arena, they earn less, occupy fewer leadership roles and generally have a lower status and less influence? Dubbed the “ female ghetto” or, more positively, “ female-friendly workplaces”, women are significantly over-represented in call centres.
This growing demand has led many companies to prioritize their service options and increase phone offerings.Although you are likely to have dealt with both male and female call centre agents, the fact is that 71% of workers in the global call centre industry are female. Even in online phone scenarios, more than 69% of customers prefer to talk. An estimated 79% of customers prefer to have a phone conversation compared to other available options. Your Service Jumpers The below infographic outlines the value call centers offer businesses while meeting customer demands. These have been shared by others and are intended to help inspire your own name selection process. A compilation of call center team names will help to encourage an adaptive and creative environment to call center employees. With more than 71% of women working at cal centers, a combination of local, regional, and national markets are served. The top call center locations are Texas, Florida, Arizona, and Washington. The cost is estimated to be $5.90 per each inbound call to the company. An average of 45.4 billion inbound calls occur each year. An estimated 3.5 million individuals are currently employed in the United States at call centers.
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