Hello! My name is Wil, I'm a call center veteran for over 9 years of experience for both inbound and outbound campaigns. Since you are looking for inbound/customer service type of agent, let me tell you some of my experiences for inbound campaigns. First of is with 1-800-Flowers which one of the top flower vendors in the U.S., we do sales, technical support, next is Bluestem brands that includes Blair, Bedford Fair & Old Pueblo Traders. For these inbound campaigns I started as an agent for 2 years and was promoted as a Quality Analyst and I think my experience as a QA fits perfectly with your job description. As a QA we teach new hires the rules, how to make their calls better, how to ace QA scores & most importantly making sure we provide excellent customer service.