In search of job quality in call centers

Purpose - The purpose of this paper is to analyse the actual variability of job quality in Spanish call centers (CCs) and to examine the factors that determine the existence of better quality jobs in this sector.Design methodology approach - Data are collected via survey. The analysis takes place in two stages: First, a standardised index of job quality is generated; second, an ordinary least squares regression analysis is used to evaluate the extent to which the independent variables identified in the literature affect the degree of job quality in CCs.Findings - There is considerable variability in the quality of jobs in Spanish CCs. This means that the sector cannot be stereotyped as providing either dead-end or highly professionalized jobs.Practical implications - Indeed, this variability depends on the type of management model in use and the participation of managers in professional associations networks. No relationships are found between the strategy followed by the CC and the quality of jobs provided.Originality value - One of the main contributions of this paper is the index of job quality it proposes. For management and policy makers, the paper moves the discussion on the sector beyond the importance of CCs as a source of job creation, and considers the type of jobs that are being provided and under which conditions.