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Steve Frenkel, Catriona Wallace, Marc Orlitzky, Ariane Zouroundis and Marc Stephens (2005): The Australian Call Centre Industry - Work Practices, Human Resource Management and Institutionel Pressures. Australian Graduate School of Management, UNSW and Steven Hallis Personnel Services Pty. Ltd.

Ursula Holtgrewe (2005): Call Centres in Germany – Preliminary Findings from the Global Call Centre Project. Report for the Russell Sage Foundation. Duisburg, Institute of Sociology, Duisburg/Essen University.

Rosemary Blatt, Virginia Doellgast & Hyunji Kwon (2005): National benchmarking report. Strategy, HR practices, & Performance. The Global Call Centre Industry Project. USA, Cornell University.