Hi Although the article makes good reading, it does not present the reality of the industry as of today. Although initially the call centers were of the kind as mentioned in the stry, there has been a wave of change in terms of perople management and stress reduction. Today an agents utilisation level is tracked and measured. An acceptable level of utilsation would be around 65%%, which means the agent on call should not be talking not more than 65% of his time on the phone. The industry realises that burnout is an serious issue to its business. Infact, with increasing competition, any industry not following this practise of employee friendly HR Practises lose out due to attrition.
