Call centres - love them or hate them, there seems to be no escaping the knowledge that each time you lift a telephone to call Big Business, you will end up in one.
Of all the developments of modern life, call centres have probably done more than any other to change the telephone experience.
And just as The Post Office used to employ 1% of British workers, now call centres have taken over as the most common working experience.
Why are there so many of them? Why is it that almost every organisation now uses them?
