In recent years, the number of call centers around the world has increased. This spike in the number of call centers around the world is due to the fact that more and more companies are outsourcing their customer service activities to other nations in the form of call centers. This trend is followed because in countries like India, China, etc., since the population is huge, cheap labor is present in abundance and thus saves a lot of money for big multinationals. This act of outsourcing however is a very ingenious concept for such nations as it helps in job creation. Although, like everything in this world, some problem or the other arises, in large industries like the call center industry and similar problems affect the quality and quantity of work done. This report aims to analyze the work and relationships of employees in Call Centers and their repercussions. Some of these problems were effectively illustrated by Taylor & Bain in their article. These problems are: Theoretical problems (a) The prison, the workplace: In the authors' recent descriptions of call centers, workers have described it as George Orwell's "Ministry of Truth" with a similar to Big Brother. The case of call centers is that employees are under continuous surveillance and are visible to the manager at all times. The authors believe that the process of capital accumulation and the often sought and contested nature of power, control and authority create the basic and fundamental differences between the institution and the workplace. Furthermore, the constant visibility and surveillance clause contributes to the creation of a comprehensive control model that underestimates the voluntary nature of...... middle of paper... expressed and structured through trade unionism. This case paper discusses the issues of employer-employee relationship and the treatment of employees at work in call centers. This case study initially discusses the criticisms leveled at call centers by scholars and then discusses the major dilemmas in the process of operating a call center. We then talk about the survey that was carried out to collect quantitative but also qualitative data regarding the functioning of a call center. The survey mainly touches on the main dilemmas that call center workers face: stress, low employee turnover rate and high attrition rate, lack of opportunities due to a flat organizational structure. All these factors have led to the introduction of various trade unions in this industry to protect the rights of employees.