I have worked with several BPO companies and got promoted from being a tier 1 agent to being a Subject Matter Expert, Sales Coach, and a product Trainer. I guess one important factor is my work ethics, there are tasks delegated that were a total stranger for me but I was able to deliver because of my dedication to what I do. Skills can be learned but a person's character defines what he/she is capable of. I have as well handled agents and was tasked to evaluate the quality of their calls, moreover I was tasked to see to it that agents will learn from every coaching session that we do. I am currently a self employed person so I guess it works to my advantage as I have a lot of free time to get tasks done.