ABSTRACT
This chapter shows how one enters the world of call centre work and how call centre operators attempt to train and inculcate brand values into new recruits. Call Direct is an outsource call centre operation in Middlesbrough. As an outsource call centre, Call Direct provides the facilities, equipment and staff for larger companies who contract out their call centre operations to private companies. Whilst Townsend argues that employees in call centres face intensive recruitment and training in order to deselect those inappropriate for the job and retaining only those who have the skills and values necessary for call centre work. Given the industry-wide problem with staff turnover, ensuring their ability to deal with such high turnover and continue to handle client demands, the company has to put considerable effort into recruitment. It is widely understood that call centre work can be demanding mentally and emotionally, leading to high levels of stress and job dissatisfaction.
