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This paper explores a process view of call-centres and the knowledge infrastructuresthat support these processes. As call-centres grow and become more complex in their functionand organisation so do the knowledge infrastructures required to support their size andcomplexity. This study suggests a knowledge-based hierarchy of ‘advice-type’ call-centres anddiscusses associated knowledge management strategies for different sized centres. It introducesa Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classifycall-centre knowledge infrastructures. The model also demonstrates different types ofinterventions supporting knowledge management in call-centres. Finally the paper discusses thepossibilities of applying traditional maturity model approaches in this context.