Subject: Monthly performance Hi Tricia As part of Delaney's efforts to improve conditions for staff, we have been looking at the performance of all our agents. Unfortunately, for the second month running, you have not been able to meet your target. We all know that it's sometimes difficult to keep to the limit of five minutes per call, but we would really like everyone to achieve this. Your average call duration has been slightly higher-Ipe you'll be able to reduce this over the coming months. We've also been having a look at your absence and sickness records. It's difficult to discuss what may be perfectly valid reasons for lateness in an ongoing exchange of e-mails, so I suggest we meet face to face to discuss these issues, and anything else you'd like to bring up. I suggest one evening at the end of your day shift - please let me know which day would be suitable. Looking forward to hearing from you. Regards You are the Call Centre Operations Manager for a UK bank - the Southshires Bank. You have just opened a new call centre, to replace three regional call centres. Write a press release from Southshires Bank's PR firm to announce this news. Include this information: There is now one centralised call centre in a state-of-the-art building in Edinburgh. It offers 24-hour operation - shifts with 300 agents during the day and 50 at night. Southshires has been developing best practices for the employment and working conditions, which it will be implementing at the new centre to make it the most attractive call centre in the UK to work in. Facilities will include an on-site gym and crche. There will be personal mentoring for all staff, so as to prevent the onset of stress