Call centres represent a rapidly expanding yet poorly understood sector of the business world.
Unfortunately, the rapid growth of the industry has lead to potential problems related to limited union representation as well as a lack of public policy regarding management guidelines and production standards. These issues place call centre workers at risk for health problems. Participants talked about the ways in which this type of work influenced their physical, psychological, emotional, and social well-being. Some women felt that their work gave them greater self-confidence and that they were valued, trusted and listened to by their employer and respected by friends and family. Some women were attracted to this work because it allowed them the flexibility to accommodate other aspects of their lives such as another job or attending university.