Almost every consumer has used a call center at some point in their life – whether to get help with issues related to their computer, mobile phone, or similar problems, or simply to place an order. The services of a call center are advertised through so-called hotlines, which can be reached via easy-to-remember phone numbers. Nowadays, there are dedicated hotlines for every conceivable and inconceivable product, with cigarette manufacturers, shampoo producers, and many others offering their own hotlines. One thing these hotlines always have in common is that they are solely based on the structure of a call center, which is the focus of this work. Call centers are often associated with the New Economy, creating the impression that they represent a new management system. But is this accurate? How new is this system? Who works there?.