[GOPJ]

All aspects of the analysts performance are measured to the second, documentation that was utilized, recorded calls analyzed and scored, percentage of first call resolution, follow up, research and resolution, etc, etc. 95% of the blacks on the desk comprise the entire bottom half of the stats for the desk.

Culture or intellect... what's your best guess..

[TLI]

Intellect, sorry to say.

They are from all over the US and various levels of background income.

Culture only comes into play with some in that they can not stay at their work area, constant loud casual conversation, calling in late one to two times a week, etc.

Makes for a pretty high turnover. They seem to think six to twelve months from company to company is normal.

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