Each week we were reminded that a cell phone or even a piece of paper on the call floor was immediate termination. We were told that if we couldn't pass the tests and quiz at the end of sessions that we were a waste of the trainers time and he would fire us. They have a system setup so that you are rated by the caller, your supervisor, the QA that listens to the calls to make sure you on script and by your team mates if you escalate a call because its out of your scope of assistance. The problem is, if customer calls and asks for help and its beyond your scope and they get angry you can get a write up. IF you transfer your call to superior to keep customer calm and the superior is having a bad day you can get written up for bothering them. If a QA thinks you didn't follow script ( even if customer was being unreasonable and cursing at you ) then you can get written up. IF you are "coached" as they put it on your bad habits or a complaint they don't do it somewhere discrete, they do it at the supervisors desk... which is seated right in the middle of the call center floor with other co-workers less than 5 feet away listening in.
If you have to use the restroom you have to ask your supervisor and if he says yes it comes out of your break time. You have to ASK to go take a 2 minute break to go to restroom.
