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When I was little, using any source other than one’s school books was rare; a couple of people (myself included) had a copy of Grolier or Encarta (remember those?), maybe someone had a paper encyclopedia, and once in a while there was somebody rich whose dad worked with computer who had access to the Internet, but that was it.The Internet in those days was dialup; you had to manually connect each time, 56Kbps was fast, you couldn’t use the phone and the Internet at the same time, and you were charged for every minute you were connected.

Since June 2016, I have been working at one of Eishtec’s call centres, doing outsourced customer service work for EE, a UK telecommunications provider formed from the merger of Orange and T-Mobile.

As of today, I am free of that job, and as my understanding is that I am thus no longer bound by the NDA not to talk about my work there.

On more occasions than I can count, someone called up to ask what their wifi bill was. People who think that means the Internet quickly became one of my pet peeves.

Still, at least I wasn’t working in tech support; then I would have had to figure out if “slow wifi” actually meant slow wifi or if the entire Internet was slow.

Here are the things I learned about life and phones while working in a call centre.