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I wouldn't be so sure, I imagine the physical call centre wasn't really much different.

While this is correct, surveillance in the physical call center wasn't physically taking place in these people's homes, which IMHO is the critical difference.

Sure, because the call center was your workplace. Now your home is your work place and the rules have changed.

And to be clear I don't particularly believe this methodology is ultimately good for anyone; either the consumer, call center staff, or the company who's call support has been outsourced.

Unfortunately call center employees don't usually have a choice, no one works in a call center because they like the job.

Unlikely I believe.

Call centres may be essential but people working there are cogs easy to swap.