Devoted to the call center industry, the agents on the phones, and their managers

When I became a call center representative for a long distance company, one of my favorite tools was a website that showed LATA maps (local access transport areas). Within those boundaries, the local phone company probably would handle the call. Outside them, the call was long distance.

Customers had trouble understanding the concept, but I loved using the maps to explain it to them. "If you call from Altoona to Johnstown, your local phone company handles the call. If you call to Harrisburg, we would handle it."