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My ear is sweaty from the headset pressed against my ear. Around me phones just cannot seem to stop ringing.

A glance at our board will tell you why. Refreshing every 30 seconds it tells me what Hell I find myself in today.

Team 1: 39 calls holding.

Team 2: 24 calls holding.

Team 3: 48 calls holding.

Team 4: 78 calls holding.

Team 4 is also known as the Baby team. These are the men and women fresh out of induction, let loose on the phones and still as green as the day they started training.

It is not that the training provided is crap. Far from it. They receive the best possible training. I know for I wrote the manuals.

And Thato the trainer is the best I have seen in my ten years here.

The fact is, you cannot train people in the art of dealing with angry customers. ...

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