• 1. Introduction
  • 2. Call Centres in Europe
  • 3. Particularities of Call Centre Work
  • 4. Job Quality and Job Satisfaction
  • 4.1 Overall Satisfaction
  • 4.2 Pay
  • 4.3 Working Time
  • 4.4 Workloads and Work Contents
  • 4.5 Training and Career Development Opportunities
  • 4.6 Design Options
  • 5. Different Types of Personnel Management
  • 6. Designability of Call Centre Work and Industrial Relations