Call centres and incapacity benefit claimants in the North West of England: A study from the Greater Manchester area

During the last decade, several initiatives have been undertaken by the British government in an attempt to reduce the number of incapacity benefit claimants. The principal objective is to encourage long-term economically inactive people to enter into paid employment. Particular support is delivered to disabled people, who generally face more difficulties in obtaining a job. In this context, the service sector could play an important role, especially in occupations where there are relatively few barriers to entry. Call centre businesses, because of the nature of occupations offered, represent a potentially significant source of employment that requires specific policies and initiatives. Furthermore, call centres are located in the same areas where incapacity benefit claimants are concentrated.