I worked for a BPO company and started out as a phone agent until i climbed the ladder and became a trainer.
After almost two months of training new agents, they are then released to the pen and start to apply what they learned.
Here's one call i can't forget while monitoring...

Agent: Hi! This is **** from Telstra. I'm looking for Ms. Amanda about her internet connection.
Cust: Yes, This is she..
Agent: Hello She! Is Ms. Amanda home?

Me:😳😳😳🙈🙉🙊 back to square 1.

I nominate @fatimazing8. She just joined and i want to help her.