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

Thomas N. Garavan; John P. Wilson; Christine Cross; Ronan Carbery; Inga Sieben; Andries de Grip; Christer Strandberg; Claire Gubbins; Valerie Shanahan; Carole Hogan; Martin McCracken; Norma Heaton

doi:10.1108/03090590810918764

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

Thomas N. Garavan, John P. Wilson, Christine Cross, Ronan Carbery, Inga Sieben, Andries de Grip, Christer Strandberg, Claire Gubbins, Valerie Shanahan, Carole Hogan, Martin McCracken, Norma Heaton

Research output: Contribution to journal › Article › peer-review

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.

Original language	English
Pages (from-to)	612-728
Number of pages	117
Journal	Journal of European Industrial Training
Volume	32
DOIs	https://doi.org/10.1108/03090590810918764
Publication status	Published - 26 Sep 2008
Externally published	Yes

Keywords

Call centres
Employee development
Europe
Human resource development
Training

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10.1108/03090590810918764

Cite this

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

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 = "Call centres, Employee development, Europe, Human resource development, Training",

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month = sep,

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doi = "10.1108/03090590810918764",

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T1 - Mapping the context and practice of training, development and HRD in European call centres

AU - Garavan, Thomas N.

AU - Wilson, John P.

AU - Cross, Christine

AU - Carbery, Ronan

AU - Sieben, Inga

AU - de Grip, Andries

AU - Strandberg, Christer

AU - Gubbins, Claire

AU - Shanahan, Valerie

AU - Hogan, Carole

AU - McCracken, Martin

AU - Heaton, Norma

PY - 2008/9/26

Y1 - 2008/9/26

N2 - 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.

AB - 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.

KW - Call centres

KW - Employee development

KW - Europe

KW - Human resource development

KW - Training

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JO - Journal of European Industrial Training

JF - Journal of European Industrial Training

ER -

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

Abstract

Keywords

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