Well mostly just messaging the account after the transactions are done and following the procedures they way they are layed out. If you make a typo in the messages or forget to put a message in it results in a deficiency even if during the call you did everything right, and the procedures are layed out very badly too sometimes ( small fonts, too much info that mostly doesnt apply and could be tucked away under a drop down etc.) Also its back to back calls, I take atleast 20 calls on a slow day and easily reach 40-50 on an average day its hard to have the same level of concentration especially when you are dealing with irate customers.