The call center is an Apple owned call center near Sacramento,Ca. The employee's in question are payed hourly. They are also pressed to sell extended warranties and technical solutions as a means of covering the cost of the call center. Add to that the fact that their schedules are changed arbitrarily every eight to twelve weeks and not being able to account for unscheduled time off the phone could cost them their jobs. Fantastic products...but not the most pleasant place to work.