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[...] we’ve been told that management screens calls randomly and that they listen to every call that trips an alarm suggesting customer dissatisfaction.

They’re very vague about what gets a call flagged, which makes me suspect this “alarm” is as bullshit as SDF8’s “high-tech security system.” Th…

For example, we split into small groups one day to make and present posters on a given topic. My group is assigned the problem of what to do if someone calls in to cancel service for a loved one who’s died. CSP specifically notes that this is one of the few situations where reps are not required to…

After orientation, Kimberly gives us another bad omen—several sets of randomly generated log-ins and passwords to memorize. None are the same; few are even related. We’re not allowed to write them down in any way—paper, pens, and cell phones are forbidden anywhere but the break room—and they’re not…

FRED: Yes, there’s people that come here for a beauty pageant. But nobody in here should be making less than $15 or $16 an hour.

EMILY: [unable to help herself] Do most people here make $15 or $16 an hour?

FRED: If you’re willing to work hard, have a good attitude and great attendance? Yes.…

JORDAN: Homeless folks out there, they need a job; single mothers, single fathers, people trying to make it on their own—I will open those seats for people that need it before I let someone entitled sit in here and act like that. We’re not gonna argue about it, because I’m telling you now what’s ac…