This article presents a thoroughgoing critique of Fernie andMetcalf's perspective, that the call centre is characterised by the operation of an 'electronic panopticon' in which supervisory power has been 'rendered perfect'. Drawing on evidence from a telecommunications call centre the authors analyse the significance of emerging forms of employee resistance.The very recent, and extremely rapid, growth of call centres in the UK is the principal reason for the paucity of academic writing on this major industrial development. Significant early contributions concentrated on the emergence of 'branchless' retail banking and the spatial and regional aspects of growth Richardson and Marshall, 1996), developments in Australia and the growing importance of considerations of quality (Frenkel and Donoghue, 1996) and payment systems (Fernie and Metcalf, 1998). The last of these attracted widespread media attention, although not for the study of payment systems themselves, but rather for the authors' headline-making declarations. They asserted that call centres were the 'new sweatshops' and that managerial powers of electronic surveillance were akin to those systems of dominance which existed in Jeremy Bentham's prison Panopticon.At the same time, with the call centre sector 1 thirsting for self-knowledge, and university research lagging behind developments, consultants' reports achieved considerable influence and authority (