ABSTRACT
The business model of call centres, equipped with information and communication technologies (ICT), has been diffused across borders as a global trend. This is identified in the noticeable employment growth of the call centre industry within advanced countries. Moreover, the rapid growth of the call centre workforce has been viewed as a significant part of transforming employment and industrial structures in North America and Western Europe over the past decade (Holtgrewe et al. 2002). As a consequence, there has been a proliferation of research literature on call centres within those regions.
