Sayers, J.Barney, A.Page, C.Naidoo, K.2008-11-042008-11-042003University of Auckland Business Review, 2003; 5(1):30-401174-9946http://hdl.handle.net/2440/48190© 2008 The University of Auckland Business SchoolCall centres have been called the factories of the future. But this perception is challenged by recent research involving three large New Zealand bank call centres and conducted in the Department of Management and International Business at Massey University in Albany. Most importantly, the thumbs up for the call centres has come from staff, Ecustomer service representatives (CSRs), who are at the forefront of the banks Eservice-delivery strategies. Staff also have provisos, however, and bank managers can learn a lot from listening to workers speak through this research and through developments overseas as well, where a variety of call centre practices have shown what constitutes successful and unsuccessful employment strategies in call centre work.enJournal article002008295541774