Glen Sutherland, Call Centre Manager
Me and My Job
Cultural diversity
As a call centre, we're dealing with every ethnic background in Canada and that's a challenge within itself. A lot of times there are language barriers for my agents. Sometimes the agent doesn't understand a caller. We have to learn how to overcome language barriers in order to provide the caller with the best service.
So I want conversations to end with, "Well thank you. Thank you for your help." The bottom line is this: I tell my agents that they have to treat people the way they want to be treated. I really believe in this. When I know I have helped somebody that's really satisfying at the end of the day. And it makes the job more interesting, for sure.