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rvice supermarkets and internet shopping (ebay). All of which are 'new age' service delivery systems that the customer at large has had to accept and live with (Mahesh and Kasturi, 2006). Call centres are being used by many organizations in a wider contexts, hence the variations in their operations range from strategic purpose to the nature of technology used and finally to management style and priorities (Taylor and Bain, 2001). According to Calvert (2001), he observed that based on the several researches done on call centres, about 95% of call centres are reported to supply information to customers and about 74% process complaints. Hence it can be concluded that the 3 main drivers for call centres indentified are

Improve customer services to retain their client's base.
Gain new customers and after sales service.
Reduce cost as compare to face to face clients and also to improve efficiency.
A call centre in general, is regarded as an interface between customers and an organization's system (Information Systems and performance systems), in order to complete a well specified transaction such as generate sales; provide solutions to existing clients or advice on quite complex and technical issues like broadband support for their internet clients . Over the years, the advancement of IT, product and process knowledge as well as customer information are set into the system which has helped to reduce cost of training. This has therefore ensured core-service modules to be standardized; customized and at the same time has enabled the front line staff or call agents to concentrate on the customer and their interaction (Frenkel et al, 1998). Therefore, the purpose of this project is to explore the work environment of the call agent with respect to performance management systems, customer services and information systems. Highlighting the challenges they are constantly faced with, when executing their duties. Project was done while observing the performance and management in many departments of sit-up ltd,

RESEARCH FOCUS This project was focused to explore the effective use of performance management systems in a call centre of sit-up ltd. The main questions this project seeks to investigate are daily tasks and targets:

What are the working conditions in today's call centres and the call agents are subjected to?
How do performance management systems affect the call centre working environment from the call agents? perspective?
How does the work environment affect the agent emotionally?
THE AIMS AND OBJECTIVES. The main aims and objectives for this project include:

Identify the state-of-the-art performance management system in the call centre used in the organisation under study. This would enable us to understand the level of advancement of information systems in the organisation.
Investigate the use of performance management systems in a call centre.
Explore and determine the extent to how performance management system affects the working conditions of the call agent both in terms of the peroformance and improvements . In highlighting the issues and challenges the call agents encounter, it would provide an insight of the job description of a call agent from the call agents? perspective.
This project also intends to bring more awareness to management regarding the issues and challenges the call agents are constantly faced with. A