Rude

I don't know if either the training and development team is doing a bad job in training the agents or if the management team is skipping out of coaching and development but somewhere along the line, it is causing agents to be rude and arrogant.

The agent calls you and only specifies their name, and not where they're calling from, and when you do ask them about where they're calling from they have the audacity to answer, "why do you need to know?" As if the person they're calling is not allowed to ask that question.

There is an agent that goes by the name of Nqobile Nonhlanhla and her attitude is terrible, yet nothing seems to be done to address her telephone etiquette.