[Doberman]

Thanks alot for the information you provided. I really respected your character as a manager although we haven't met.
I've already prepared a list of Do's and Dont's and named it as "Call Center Procedures"
I also prepared an evaluation sheet just like you told me, and I prepared another sheet with information i'll have to fill in the future in order to arrange a monthly one to one meeting with the staff.

I will sure contact you if I need any help.
I just wanted to tell you that my manager was really happy when she saw the procedures I have set.
Thanks alot