24 August 2005  Training

There are quite a few names for agents taking in calls before they hit the production floor and integrated into teams. Some call it Phone Lab, Transition Queue, and Hot Housing. But, basically this is when agents have the chance to practice what they learned in the training room and take in live calls.

6 March 2005  Lifestyle, Training, Work Environment

Day 1 in the call center industry started about 4 years ago for me. The industry was starting to boom and companies in the U.S. were starting to see the potential of the Philippines to outsource their day to day operations.