http://www.erlang.com is a good place to start. I found a number of call centre links by reading through the old postings.
For Example:
http://www.mitan.co.uk/
http://www.callcenterops.com/links.htm
Also for Call Centre FAQ’s try:
http://www.callscan.com.au/maq.html
And an excellent book on Call Centres is also available:
Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment by Brad Cleveland and Julia Mayben
Link is :
http://www.callscan.com.au/seminar_mustread.html