In this article by Taylor and Bain, there is a discussion of the rapid pace of growth that the call industry was following in the late 1990s. The astonishing advancement and supervised call centers, extending well beyond their establishment of bases in the monetary and telecommunications zones, dispelled the first doubts. The point of interest for organizations has gone through the consolidation of telephone and on-screen developments, offering quick customer administrations over the phone and offering unlimited prompts of this sensation. The development of the monetary segment has inspired the British government to modernize, which hopes to certify that, by 2002, 25% of its organizations are opened electronically. This has also led to criticism of the industry from many researchers due to its manner of work, labor relations and other human management practices, as the industry has realized incredible profits and that the development of call centers has been criticized by many academics. As if it had been called a “dark satanic factory” by one of the eminent consultants. It has also been claimed that Jeremy Bentham's 19th century 'Panopticon', designed for prisoner surveillance, was 'truly the vision of the future' for call centres. The argument will be developed through a critical review of the article, discussing in turn its conceptual bases, research methods, main findings and practical implications discussed in the article. This article has discussed the work procedures that are followed in the call center and the issues related to this process. The case touched on two aspects which have been widely discussed in this case study. Initially, it talks about the focus that will be placed in the middle of the document. All these factors have led to the introduction of various unions in this industry to protect the rights of employees. WORD COUNT - 1468 REFERENCES: Taylor, N (2007) Work and culture in call centers, 8e Bain, A. (2003) Call center industry in London, London: PalgraveNoon, B. (2006). “The Growth of the Call Center” HRM Journal 8(1): 77-67.Buroway, R. (1999). Investigating call centers: good work?, London, Sage. Bacon, N., P. Ackers, J. Storey and D. Coates (1996). “It's a Small World: Managing Call Center Resources” International Journal of Industry, 9(1): 73-106. Curran, J. (2006). “the call center business” International Small Business Journal 24(2): 205-Currain, K. (2005). UK Call Center Research, London, Sage. Callaghan, G. (2008). “Evaluate and adopt call center management techniques.” Journal of Callcentre,7(9): 258.