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he interaction of call agents and information systems in executing their duties, bringing to light the challenges they are faced with. Knowledge of this would assist management in making better decisions in resolving the challenges and also initiate effective management programmes that would enhance the performance of the call agents. Participants (call agents) will be interviewed individually and will also be observed collectively when executing their duties. This exercise is totally voluntarily and at any point of the exercise, if participants feel uncomfortable, they are free to withdraw. The participants name and personal details will be kept anonymous. The interview sessions and informaiton provided by participants is highly confidential and will be treated likewise and will not be shown to a third party without their consent. Thank you for your co-operation. APPENDIX C RESEARCH PARTICIPANT CONSENT FORM Title of Study: The Effective Use of Information Systems in a Call Centre Name of Researcher: Adeyeye Oluwakemi This form should be completed and signed by the participant.

I confirm that I have read and understood the participant information sheet

I have had the opportunity to ask questions and discuss this study

I have received satisfactory answers to all my questions

I understand that I will remain anonymous in any report concerning this study

I am aware that my participation is voluntary and I can withdraw anytime I so desire without giving any reason

I understand that this research is a part of a dissertation for MSc Programme.

I accept to be part of this study. Signature of Research Participant …………………………………. Name of Participant ………………………………….. Date ………………………………….. APPENDIX D SEMI- STRUCTURED INTERVIEW QUESTIONS FOR THE CALL AGENTS How long have you worked in the call centre and do you specifically handle inbound or outbound calls? Do you have any previous experience of working in a call centre and for how long? At the time of employment, what form of training were you given on how to effectively use the system? Was it adequate? What are the present working conditions and how realistic are the set targets? Based on the working conditions and the set targets, how effective is the system when executing your duties? Is the system affected by the number of call agents logged in at the same time? What are the technical limitations you experience with the system when executing your duties? What are the challenges you also experience with the system? How these challenges resolved and how fast are they resolved? Is there any forum where call agents can make complaints and do you think management actually looks into these issues? Lastly, what would you want management to improve or change in the call centre? SEMI- STRUCTURED INTERVIEW QUESTIONS FOR THE IT EMPLOYEES How long have you worked in the call centre? What are the systems used in the call centre and what are the main functions of these systems? How often does management access these records? What are the main challenges /issues the IT department faces in terms of the systems implemented in the organization? How often are the systems upgraded? Were the systems outsourced or in sourced? What are the common complaints they receive from the call agents about the system? How were these complaints resolved? In your opinion, how would you grade the systems in the organization? Do y