doing DSL for a helpdesk company with the local TELCO as a client. As far as the customers are concerned, we are the TELCO (the first lie we are supposed to tell them. I am uncomfortable telling lies.). Today was my first day on the floor on the phone. They paired me up with another agent, who wouldn't let me document the call (he did the documentation) and took the call before I could speak up (he cut in about a milisecond after the beep). I was very nervious about taking the calls, but I was only able to get in for one call. My trainer said that the other guy was supposed to let me take the calls and coach me through them. Most of the calls were from customers who wanted DSL before their due-date (when billing fills out the worksheet paperwork and turns on their signal, and gives an billing request for them to use the online registration or phone in a registration. Before that happens, we cannot get them to surf yet.)

I did learn by listening to him, he knew what he was talking about. But I would have done some things differently. He didn't always follow the script, and sometimes took shortcuts. But I guess that some of the calls from the same area had almost the same problem, so he was guessing they all had the same issues?

How do you other helpdesk guys handle the situation? I am like suffering from social aniexty disorder or something here. What do you guys do to counter that?