A call centre uses modern computer and telecommunications technology to achieve the highest efficiency. The client companies pay only for services actually performed at the call centre. International studies often describe call centre jobs as low-skilled, repetitive and subject to a high level of control, and as causing stress and demanding great flexibility from the workers. As the call centre industry is among the fastest growing in several European countries, the Swedish government actively tries to attract new call centre agencies to Sweden. Call centres often locate to regions where unemployment is high, and in many cases state subsidies are provided in Sweden to companies setting up or expanding within designated areas.
Subsidies are available for capital investment and recruitment, for example.
The working environment has to be satisfactory and subsidies are given only with respect to permanent positions. In June 2000, HTF, a private sector union with approximately 150,000 members in commerce, transport, and service industries, presented a study undertaken at 15 Swedish call centres where the employees are unionised. Close to 250 HTF members responded to a questionnaire about issues such as wages, working hours and the working environment. Some of the workers have permanent positions, while others are hired for shorter periods or on an hourly basis. The wages are relatively low, especially in companies without collective agreements.