Purpose – The paper seeks to determine whether and how the quality of working life (QWL) varies between call centres (CCs) in the in‐house/outsourced, public and private sectors and the implications of these findings on human resource management (HRM). Design/methodology/approach – This...

Purpose – The purpose of this paper is to bridge a gap in the call centre literature by considering how individual employees perceive their level of voice over workplace decisions. The inclusion of direct voice mechanisms is noteworthy as these are forms that have received much less attention...