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ystem: this is a superior form of the AVAYA system which basically functions as the AVAYA system in routing calls. But it is enhanced in the sense that it performs skilled routing. During the training period of the call agents, they undergo various assessments which are used to measure their levels of competency in various areas such as fluency in English or other traditional languages. The call agents are usually scored in a 1 to 5 scale with 5 been very fluent and this information is fed into the system. Therefore, when a call comes in, the GENESYS system not only checks for the next available agent but also checks for the best in the relevant criteria. This was adopted as a means of management ensuring that customers always receive quality handling. The system is also used for report querying in assessing the performance of the call agents. The NICE System: is basically used for call monitoring (video and voice) and call recording. This is the system supervisors and managers refer to when monitoring and assessing the performance of a call agent. It is also used when a complaint has been made concerning the service an agent offered. This system provides real time capture of what is on the screen of the agent at any point in time. It is also used to run query reports for assessing the performance of the call agents.

In the opinion of the IT employees, the systems implemented in the call centre are up to date and capable of meeting the demands of the market as well as the number of agents working on the system at a time. Although the systems are partially outsourced it has been tailored to suit their needs except in very serious faults or high level of technical maintenance, they are responsible for the maintenance of the systems.

FINDINGS AND DISCUSSION
ISSUES FOUND IN THE CALL CENTRE. In identifying the issues and challenges in the call centre, the labour process theory and the emotional labour process theory were used as the lens. This section is divided into two sections: the issues identified by:

IT employees
The call agents.
ISSUES IDENTIFIED BY THE IT EMPLOYEES: The main issue raised by the IT employee concerning the information systems implemented is the fact that the NICE logger has a very small storage capacity. As stated by the IT employees, 'Every morning I have to move the call recorded for the previous day to another system that had a bigger storage capacity. Any day this is not done and the storage capacity is full it automatically starts to delete records of earlier calls'. This is a big problem for supervisors or management who need to listen back to the calls especially assessing the performance of the call agents or investigating a query raised by a customer concerning the attitude or service of a call agent. Apart from this, there was the general satisfaction regarding the systems in the call centre which was as a result of the huge amount investment s management places on the systems in the call centre. This Suggests that the systems presently found in the call centre are standard and up to date as compared to any other call centre found in the western world. Although the systems were co-outsourced, they have been fully trained to run and maintain the systems and only in cases of major failures or maintenance where the vendors are invited to work on the system. Other issues the IT department has are with the call agents, in terms of the agents downloa