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

Abstract

PurposeUtilising 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/approachThe 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.FindingsThe 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/valueThis study represents one of the first studies to investigate training and development and HRD practices and systems in European call centres.