...María Tatiana Gorjup; Mireia Valverde; Gerard Ryan Purpose The purpose of this paper is to examine the quality of jobs in call centres by focusing on the opportunities for promotion in this sector. More specifically, the research questions focus on discovering whether promotion is common practise...

... promotion than their contemporaries. The UK Government’s attempts to encourage workers to use the NVQ route to qualification were largely ignored as a signalling device. The results of the study were more consistent with screening theory than the human capital model, but more research needs to be done...