Team work is indispensable in a call center and team meetings are held every day. Weaker agents are told what they are doing wrong and what they can do about it. Star performers are felicitated and everyone is urged to perform better.

Team meetings are a great time to share jokes, sing songs and share anecdotes -- all encouraged by managers to keep up team spirit and morale.

But targets are constantly the theme of discussion at these meetings.

Those in sales have to do at least one deal a day. In customer support, no phone call can go unanswered for more than 5 seconds. In collections, at least 60 phone calls have to be made every day with a hit rate of at least 40 percent.

Ensuring that all needs be done to keep up with these standards is what is worked out at team meetings.

Words: Priya Ganapati. Photograph: Jewella C Miranda

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