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ision and business goals throughout the course of implementation and even after a system has gone lives (Herington & Peterson, 2000). This is very vital because although call agents are aware of the constant surveillance and monitoring of management, there is a lack of communication between the agents and the management could eventually have adverse effects on the organisation as a whole. Thus apart from management setting up the call agent teams, they also need to motivate all the call agents in an attempt to minimise resistance (Al-Mashari & Zairi, 2000) which would enable the organisation attain its desired goals. This could be achieved through trainings, workshops (if a new system is implemented), having sessions (formal or informal) with them giving them an avenue to voice their questions, frustrations and fears about their working conditions. FUTURE RESEARCH AND DEVELOPMENT In order to highlight the areas of this project for future research, it is important to discuss the limitations of this dissertation. One major limitation of this dissertation was management not being involved. This was because the organization was in a transition state in that there was a change of management going on which made it impossible for the researcher to have access to them. In the researcher?s opinion, their involvement would have provided more insight and a better understanding as regards their point of view concerning the working conditions of the call agents, steps they have taken or ways they have attempted to resolve the issues. The researcher would also have been able to have a better understanding the vision of the organisation.

Another limitation of this dissertation was the aspect of observation which was not participative. In the researcher?s opinion, a participative observation would have given a more insightful understanding of the pressure under which the call agents work and to know what kind of complains their customer have in terms of the services the organisation offers. The researcher would also have been able to find out if customers harass them on the phone. This would be able to give further information regarding the emotional aspect of their job. Although a non participative observation gave a better idea of the working environment, but the researcher could not externally plug into their calls to hear any of their conversations neither could the researcher experience the pressure of calls been constantly channelled to them. Thus a participative observation would have given a better knowledge and a better 'feel' of the work pressure and the environment.
APPENDIX A: LETTER OF INTRODUCTION APPENDIX B INFORMATION SHEET I am Oluwakemi Adeyeye, studying for a Masters degree in Information Systems Management at Brunel University in London. I am very interested in doing a research on the effective use of information systems in a call centre. During my course of research on call centres, I found that a number of literatures on call centres have either focused on the operations and performance of the call centre from the management?s perspective or the working conditions of the call agents in connection to their performance. But the interaction between the systems and the call agents as they execute their duties has not been explored. This research is to explore how information systems either helps or hinders the call agents in the execution of their duties. Thus the aim of this project is to explore t