Contact centres exist in order to focus the final step of the intra organisational value chain which then delivers optimal customer satisfaction. In this paper we analyse a centre with a view to investigating the impact of outsourcing or the in-house locus of provision. Such centres exhibit agency/principal characteristics, bringing knowledge management into sharp focus, aspects of information intensity which impact on the organisational dynamics, and the learning of the employees. A phenomenological approach to determine the essence of the activities was deployed rather than a methodological initiative based post positivistic strategic analysis. The characteristics of contact centres investigated coalesce into two distinct categories; a framework to depict this is presented.