Glen Sutherland, Call Centre Manager
My Day
Keeping it light
The centre industry can be stressful if you make it stressful. I want to avoid that kind of atmosphere. Thanks to all my training and my own experience working on the phones, I know how to keep things light.
My agents are dealing with different personalities all day and they have to meet their quota of 80 calls a day, so it's important that they know when to wind down and watch their time. I let them know how to pace the calls, how to relax and when log out.