At 6:45 a.m. the horizon is just beginning to shade from black to cobalt blue, and the parking lot of Wachovia Corp.'s telephone call center is filling up with cars.

Susan P. Hubbard, carrying her purse and a book tucked under her arm, enters the two-story building, flashes her badge at a guard sitting in the lobby, and walks down a long corridor to her cubicle, which has just enough room for a swivel chair, an IBM PC, and an AT&T telephone switchboard. She clears away some papers to put down her book.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.