Innotrac Innotrac, a marketing firm based in Atlanta, GA, provides customer care and tech support, among other services, on behalf of companies that include Ameritech, BellSouth and US West. The company employs 100 agents at a 400-seat center in Atlanta. In June 1999, Innotrac opened a call center in Pueblo, CO that employs 350 agents. Glen Milton, director of Innotrac's center in Pueblo, says that the call center he manages handles between 12,000 and 14,000 calls each day. Both centers operate six days a week from 5 am until 9 pm.
Agents work through a rigorous training session before they become certified.
Milton says that agents at the center in Pueblo do not use scripts. It's inbound customer service, so our agents have to probe and troubleshoot and take some of their own initiative, he says. At the end of their training, agents move from role playing in labs to taking live calls. At this point, the center uses paper forms to evaluate each trainee's performance. You have to recognize that you can't always make a person happy.