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d with the call agents, it was obvious that the very intense and repetitive nature of their job affects them emotionally. As an agent summarized the situation of the call agents as, „Over the years the systems have been improved upon and are upgraded regularly but the major issue is the fact that most of the agents are burnt out?. The statement above summaries the emotional effect of the job on the call agents. This is because having to constantly put up with all these issues and still be at their best when performing their duties is very demanding mentally. Also knowing that their complaints are not been attended to, in other words „falling on deaf ears? contributes to the emotional job effect. The emotional effects of these issues have been seen in some cases to manifest in their health. The researcher discovered that some had developed health issues such as back aches, asthma etc during the years they have been working in the call centre

SUMMARY This chapter has provided background knowledge of status of telecommunication in Nigeria and how it contributes to the country?s development. This chapter identified and discussed the main issues raised by both IT employees and the call agents. It identified the role of information systems in the call centre; how it is been used by management and the call agents and its effect on the call agents.
CONCLUSION. 结论
INTRODUTION This chapter is an evaluation of the research findings with a reflection on its implications for practice. It also suggests some recommendations for future research. SUMMARY OF DISSERTATION In dissertation chapter one was introduction giving a brief background of the proposed research, as well as stating the researcher?s intention also highlighting the aims and objectives. Chapter two was a literature review of call centres indicating the different areas in which previous research has been conducted. Chapter three was a discussion of the research method adopted in this dissertation and the method data was gathered which was by conducting semi- structured interviews. Chapter four was a discussion of the findings obtained from the semi- structured interviews in the organization highlighting their issues and challenges. RESEARCH CONTRIBUTION There have been quite a number of researches that have been conducted in the area of the call centre. This dissertation has attempted to bring to light the working conditions of the call agent in relation to information systems which was one of the objectives. In the researcher?s opinion, having interviewed and observed the call agents, there is a lot of focus and investments on the information systems implemented in the call centre. This is a good thing in its own aspect bearing in mind that the organization in question is located in a developing country. This is an indication of the progress developing countries are making in the implementation of Information systems and the significant role it continues to plays in development.

However a major aspect that has been totally ignored is the people process which in other words the agents is working with the systems. As mentioned earlier, CRM involves the interaction of people, technology (information systems) and business processes. With the people aspect been ignored there is the high tendency that the organization will not fully utilize the potential of the systems in call centre (Al-Mashari & Zairi, 2000). This is because t