[Excerpt] This report is the first large scale international study of call center management and employment practices across all regions of the globe – including Asia, Africa, South America, North America, and Europe. Covering almost 2,500 centers in 17 countries, this survey provides a detailed account of the similarities and differences in operations across widely diverse national contexts and cultures. The centers in the survey include a total of 475,000 call center employees.
David Holman, Rosemary Batt and Ursula Holtgrewe. "The Global Call Center Report: International Perspectives on Management and Employment"
Available at: http://works.bepress.com/rosemary_batt/18/