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emoralizing effect on the agents because as stated by one of the agents, „The evaluation no longer has an effect on most of the call agents because no matter how much effort put into your work, attaining 100% is impossible. It is only possible in cases where the agent ignores the quality aspect, which of course they get disciplined for it if discovered. Its equality painful knowing that having put so much effort and attains a score like 80% or even 90%, you are still graded a 3 alongside someone else who probably did not put as much effort and scored 65%. Bearing that in mind, one tends to just ignore the evaluation and go about doing their job without any form of drive or enthusiasm as long as you don?t get in to trouble?. This is an indication of how the job affects the call agents emotionally, especially knowing that your efforts are not been recognized but rather based solely on the grading system. The Systems / Applications: the call agents (outbound and inbound) work with a number of different applications. Previously, the agents found this quite challenging because they all worked with all the applications installed on their systems. This made it difficult to retrieve a customer?s information as different parts of their information were present on different applications. Recently, management during the course of upgrading their systems separated the departments and the relevant application for that department i.e. each agent working in their various departments make use of only applications that are relevant to their work. Also, the various applications are now been integrated into a single application so as to facilitate the speed and efficiency of the agent, especially in retrieving the customer?s details instead of opening various application for the same customer?s account. However, the call agents especially those in the outbound department still have some issues with the system despite the fact that the systems had recently just be upgraded. The system was still affected by the number of users. As explained by an agent, 'There was a period of time when the system would only permit thirty agents at a time to make calls and there are about sixty agents per shift. This meant that the thirty first person would not be able to make a call until one of the previous thirty people already on a call ends their call'. This makes the work very slow and more frustrating because despite this challenge, they still had to meet their targets. Although more allowance has been made to accommodate more agents; they are still faced with this issue especially when everyone is on a call. Surveillance: the agents are well aware of the fact that they are constantly been watched by management although cannot tell precisely when they are listening to their calls or capturing what is on their screen. The researcher was of the general opinion and observed that the agents have more or less developed a numb towards the surveillance nature of management. They now regard it as a way of life and as an agent said 'It does not bother me that they are listening to my calls or can see what is on my screen. It would only be a bother when you know you are doing something wrong' Transferring calls: the ability for call agents to transfer calls to their colleagues was another issue the agents had with the system. As earlier mentioned, Nigeria is a country with a lot of diverse languages such as Hausa, Yoruba etc, although English is the standard language in t