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attracted such attention is the management of emotions as part of the work place (emotional labour). Also in most organizations especially the customer service departments in this case the call centre which is the focus of this research, there are specified emotional displays rules such as appropriate telephone manners and behaviours such as 'smile down the phone' which according to Hochschild defines the outer countenance. These indicate the appropriate emotion the employees are to display when executing their jobs irrespective of their feelings under the circumstance (Gross, 1998). Although in most cases involves the call agents faking or suppressing an inappropriate emotion when executing their duties (emotional labour). Also in the call centre in relation to the labour process theory, the agents are constantly visible through the use of information systems, thus has rendered the supervisor?s control perfect. RESEARCH DESIGN The research study was conducted in CELTEL, which is a one of the big telecommunication Organisations located in Lagos, Nigeria. Initial contact was made with the Head of Department of the call centre with a letter of introduction stating the research proposal (see Appendix A). The call agents and the IT department employees were mailed the participant information sheet informing them of the purpose for the research (see Appendix B) as well as the consent form (see Appendix C). This was done ahead of the proposed interview dates to enable them indicate both their consent and availability. The total number of respondents was thirty call agents and three IT employees. The duration of each interview was between forty five minutes to an hour thirty minutes.

CHAPTER SUMMARY
This chapter identifies that a qualitative research approach is adopted and discussed labour process theory and emotional labour theory as the theories chosen as a lens to interpret the research findings. It also gives a description of the researcher?s experience on the field.

Project findings.
INTRODUCTION This chapter discusses the present state of telecommunication in UK, highlighting the challenges the industry encounters. This chapter also discussed the findings from the semi-structured interviews with the call agents and the IT employees. TELECOMMUNICATION IN UK:- Over the years, the telecommunication industry in UK, has been observed to grow with more applications and sophisticated features been added (Grover and Goslar, 1993). Its importance to the business community has also become increasingly evident especially in Nigeria where telecommunication has a big impact on its economy. The telecommunication sector is currently undergoing very rapid changes and growth. The liberalization of the sector and competition by private operators has brought about very substantial benefits to subscribers in terms of low prices and enhanced choice. As at December 2004, an average growth rate of 125% subscribers was realized annually, yet Nigeria still had a great demand. There is substantial evidence showing the deep quest by consumers as well as good quality service operators. These service operators in turn are constantly investing in infrastructures to as to meet up with demand. However some issues have been identified that pose as challenges to the continuous growth of the telecommunication industry. These include:

Poor public power supply
Poor security as infrastructures are often vandalized