Information on the interviewees
| Name | Affiliation/position | Gender | Data | Time (h) |
|---|---|---|---|---|
| I1 | Call Centre A/Director | Male | 2 Oct. 2019 | 1 |
| I2 | Call Centre A/Senior manager | Male | 2 Oct. 2019 | 1 |
| I3 | Call Centre B/Director | Male | 16 May 2019 and 14 Nov. 2019 | 2 |
| I4 | Call Centre B/Senior manager | Male | 16 May 2019 | 1 |
| I5 | Call Centre B/Senior manager | Male | 14 Nov. 2019 | 1 |
| I6 | Call Centre C/Director | Male | 2 July 2019 | 1 |
| I7 | Call Centre C/Senior manager | Male | 2 July 2019 | 1 |
| I8 | Call Centre C/Supervisor | Male | 2 July 2019 | 1 |
| I9 | Sales Department of Company X/Manager | Male | 9 Oct. 2019 | 1 |
| I10 | Consultant/Former Call Centre education manager of Company X | Female | 16 May 2019, 2 July 2019, 2 Oct. 2019 and 14 Nov. 2019 | 2 |
| Name | Affiliation/position | Gender | Data | Time (h) |
|---|---|---|---|---|
| I1 | Call Centre A/Director | Male | 2 Oct. 2019 | 1 |
| I2 | Call Centre A/Senior manager | Male | 2 Oct. 2019 | 1 |
| I3 | Call Centre B/Director | Male | 16 May 2019 and 14 Nov. 2019 | 2 |
| I4 | Call Centre B/Senior manager | Male | 16 May 2019 | 1 |
| I5 | Call Centre B/Senior manager | Male | 14 Nov. 2019 | 1 |
| I6 | Call Centre C/Director | Male | 2 July 2019 | 1 |
| I7 | Call Centre C/Senior manager | Male | 2 July 2019 | 1 |
| I8 | Call Centre C/Supervisor | Male | 2 July 2019 | 1 |
| I9 | Sales Department of Company X/Manager | Male | 9 Oct. 2019 | 1 |
| I10 | Consultant/Former Call Centre education manager of Company X | Female | 16 May 2019, 2 July 2019, 2 Oct. 2019 and 14 Nov. 2019 | 2 |
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