This report from the Employers Organisation for local government, presents
survey findings on recruitment, training and performance appraisal,
organisational development and job design for contact centres. The research
shows there is no single model of practice for contact centres in local
government. The approach is governed by local factors such as contact centre
strategy, service demand and local labour markets. The report gives a good
indication of the decisions to be taken and the factors to be considered when
setting up or reorganising contact centre operations.

The report is available at:
http://www.lg-employers.gov.uk/skills/contactcentres/