I have worked in a call centre. The problem is that there is a rather large chasm between call agent and soup divider. The soup divider listens in to the agents conversations a few times a month (at best!), the rest of the agent's assessment is purely based on net number of calls an hour. Top management tend to set targets based on this figure. When it comes to quality of customer service, the training of agents in 'in-house' call centres is adequate; the quality of the agents is usually below that level. They have no commitment to the job, hence they also lack a commitment to the customer. When it comes to outsourced call centres....if an in-house call centre trains their employees 120 hours before they are left to their own devices, an outsourced one will train the employees for about 15 hours...