In Batt et al.'s (2007) global study, the researchers found that "the call center
sector looks quite similar across countries in terms of its markets, service offerings, and
organizational features" (p. 5). This description is a reflection of the common technical
infrastructure; but what differs, according to Batt et al., is that "call center workplaces
take on the character of their own countries and regions, based on distinct laws, customs, institutions and norms" (p. 5). Counter to what public opinion may be, Batt et al. argued,
"the globalization of call center activities has a remarkable national face" (p. 5).