Unlike India's, South Africa's business process outsourcing sector is not generating jobs that offer workers the chance of progressing up the career ladder.
Dubbed the 'female ghetto', there's a reason why women are significantly over-represented in call centres.
Timing your call can be crucial to fend off frustration.
There are a range of linguistic strategies to build rapport with customers, but using their name is always the fall-back – with detrimental results.
Is hanging-up the only way of getting rid of cold callers?