The writer describes the Kafka-esque nature of ‘call centre’-type work when the people in charge don’t know what they’re doing and don’t listen to anyone who does. At times funny, at times anger- and sadness-inducing, Gray tells his story with humility and a genuine desire to make things right for others. A truthful and serious account of the disastrous beginnings of a relatively new industry that is making it up as it goes along.