I just finished my training today in DR. I decided to take a half hour shift. The phone rang instantly. The lady was calling to complain about getting phone calls at 4am. Nothing I did worked. I finally put her on hold and contacted PAL. I was told we did not handle her problem. The caller was nice enough and understood and hung up. I thought ok now I know I can do this. Next call instantly came in hang up. I was trying to get to do an inquiry and the phone went off again. I actually had hung up twice before I could click on make busy. By this time, I am upset. I will not give up. I make myself available. Take the call and had a nice gentleman. I was getting his information. I think I finally processed his order. I clicked on make busy. I think in the half hour there was like 8 calls. I am waiting to read the performance review. Does it get easier???? Maybe they should have a practice call time so the newbies do not get so frustrated the first few calls knowing it is real people calling.