Call centres represent the service economy of the digital era. A call centre is defined as a centralised or dispersed operation in which a managed and supervised group of people answer telephones and/or make telephone calls and, increasingly, communicate online. Call centres have become an inevitable aspect of service delivery in today's business world, and are becoming increasingly popular with organizations as their preferred mode of interaction with their customers, however the good is frequently overshadowed in the news by the bad and this e-book seeks to explore the issues relating to call centres.