On a day to day basis, you would come in and go to the cafe downstairs to get yourself a coffee. You must clock in before 9am as that is when the telephone lines open and if you didn't it would affect your adherence. The adherence would have to be over 90% every day to hit targets. Once you log on from 9am to 5pm (excluding breaks and lunch) you would - more... be taking telephone calls.
From this i learnt about all the different kinds of customers you can possibly have to deal with whether they are angry, confused or in a happy mood they do act differently over the phone as they do face to face.
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