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For a call center you just have to not meet stats enough months in a row and they will fire you . I once had a job selling internet, tv and phone bundles . I consistently had top sales but got let go because I never always offered every single option I could to try and nickel and dime the customer. With extra fees for things they didn't need .
She's already been trying this. Takes her time looking up solutions, and then defends her long call times by saying she's being thorough. The layoffs should be any time now, so we'll see if that worked soon enough.