Fielding up to 15 000 calls an hour in a call centre is enough to test anyone`s patience and when working in an open-plan office, staffed by hundreds of co-workers, it takes a special effort to stay happy, keep your identity and quite often control your temper.

Absa`s contact centre in Auckland Park, Johannesburg, has twice won the SACCCOM awards for the Best Largest Contact Centre based on criteria which included performance, staff morale and management, says Errol Smith, Manager of Media Relations at Absa.

KEEPING STAFF HAPPY