The International Customer Management Institute defined a call center as "a
coordinated system of people, processes, technologies and strategies that provides access
to organizational resources through appropriate channels of communication to enable
interactions that create value for the customer and organization" (p. 14). Batt et al. (2007)
expounded on the role of call centers, claiming that "the mobility of call center operations
has led many to view this sector as a paradigmatic case of the globalization of service
work" (p. 5).