Yes we are!! High five back! I think part of the reason that I'm really good at it, is that they can't see me. I know my job very well and my confidence comes through on every phone call, but if that same caller was in person instead, I would not sound nearly as confident. I'm getting better at my in-person skills, but not nearly as confident face-to-face as I am over the phone. Also - when we are limited to five minutes per call, that's a really small snippet of time in the grand scheme of things, and so there's no pressure to be charming or witty or anything like that - just handle the issue they're calling about and move along lol