youve got to remember that the person on the end of the line is just doing a job though, and like you are earning money to live, support their family, ect. They may hate the job and hate having to cold call
Thanks very much to all who helped me out by filling in my questionaire. It was just a brief set of questions to help me get going with my dissertation. My investigation will probably focus on call centres as being a site of worker resistance. thanks, Oliver.