TMG has a high turnover rate for the trainees and representatives all due to their attendance policy. it recently changed before i left so not sure how high the turnover rate is. It is very difficult to get fired from there other than attendance. as long as you remain professional on the phone with all callers and complete tasks in between calls that you have been trained to do, then its pretty much a smooth job. Do not take the angry calls personally, let the caller vent and once they let you get a word in edge wise explain what you can do to help them. Usually by the end of the call the caller has calmed down and they just want to be heard and wants someone to care about what is going on. On the next call you will be able to prevent the same thing from happening to another caller. For me TMG was a learning experience, i gained skills and knowledge that i didn't know i had until i started working there. Do not assume anything if you have questions ASK! the Subject Matter Experts and trainers and supervisors are there to help you succeed and cannot read minds.

I had received an email from one of the higher ups with a deadline to meet as i was the only supervisor on duty for my dept. i was dealing with a phone outage and putting out fires with my reps. As i am still working on the deadline my co-worker came in and asked if i could check the mail. I asked her to complete the email with the deadline, which we were late on making us look bad, if i went and got the mail and she agreed.