Suspended from work

indeeptrouble

I have been SUSPENDED from work on full pay. I work in a call centre and my employer has said that they have evidence to suggest that I have terminated calls on customers. They even showed me a printout. The TRUTH is that I have never done this in the ten years I have worked for the company. I have never ever been in any kind of trouble before. This all seems to stem from the fact that they have moved jobs abroad and I am on a higher salary. Three other members of staff have also recently been dismissed but they had worked less than a year and had less protection. I am unsure why they were dismissed.

Like I said I have never done this - ever. If I had I'd have done this years ago. I feel sick tonight. I have a young family and have to sit here whilst they investigate. The company does not recognise unions even though hundreds work there.

Any advice would be appreciated.

'Worried'

alwaysonthego_2

you need to either ring acas up and they can advise you or you could try the CAB. Good luck with getting it sorted out

indeeptrouble

alwaysonthego wrote: »

you need to either ring acas up and they can advise you or you could try the CAB. Good luck with getting it sorted out

I will do on Monday. I just feel so humiliated by it all. I know I am innocent. I have a tiny idea of how those 'innocent' people in jail must feel. I even got escorted out. I am absolutely gutted.

dmg24

Hi IDT,

I have had many years experience in a call centre, including call monitoring and statistics. Could I ask what the printout shows? I can't understand how this could show that you were cutting off callers? Also, do they record your calls?

I know it is hard to say, but try not to worry too much, you'll get to the bottom of this.

Any help we can give, just ask x

LittleVoice

How awful if they did that to you on a Friday - and probably a Friday afternoon.

If they have "evidence", ie the print-outs they showed you, they should let you have a copy of the print-outs so that you know more clearly what you are being accused of. Did it show anything of the kind? Seems to me that pieces of paper are unlikely to prove that you terminated calls on customers.

Mind you, I would have thought that call centre people can sometimes have calls where they would have the right to terminate the calls and couldn't, for instance, be expected to keep talking to someone who was racially abusing them.

Best wishes for Monday.

indeeptrouble

dmg24 wrote: »

Hi IDT,

I have had many years experience in a call centre, including call monitoring and statistics. Could I ask what the printout shows? I can't understand how this could show that you were cutting off callers? Also, do they record your calls?

I know it is hard to say, but try not to worry too much, you'll get to the bottom of this.

Any help we can give, just ask x

I understand that calls that are terminated come up as TERMINATED **SECONDS

I do have some very short calls (don't we all). The likes of do you have X's Tel No. but I can honestly say I have never cut anybody off. TERMINATED is supposed to show calls put down by me before the other caller puts their receiver down. I can honestly say that this hasn't happened. I have never put the phone down on anybody. Unless the call terminates my end after I've said bye and then the caller leaves it off receiver, or is old and slow. The problem is I had many in one day. I know I never did it. Maybe the call system wasn't working correctly that day.

Regards
Indeeptrouble

I am more unahappy and furious at the way I was treated - more than being worried. Talk about being innocent until proven guilty!!!

dmg24

Are your calls recorded?

indeeptrouble

LittleVoice wrote: »

How awful if they did that to you on a Friday - and probably a Friday afternoon.

If they have "evidence", ie the print-outs they showed you, they should let you have a copy of the print-outs so that you know more clearly what you are being accused of. Did it show anything of the kind? Seems to me that pieces of paper are unlikely to prove that you terminated calls on customers.

Mind you, I would have thought that call centre people can sometimes have calls where they would have the right to terminate the calls and couldn't, for instance, be expected to keep talking to someone who was racially abusing them.

Best wishes for Monday.

Thanks for your best wishes. Unfortunately suspended means just that. I have no idea when I will be called in. I guess when investigations are complete!!

If I had terminated calls I'd say so. Yes I've had horrible calls in the past but had to terminate only a handful. I've been trained that way - after 10 years. That day was a good day and I know I had no bad calls. I do know I had problems with my IT system that day. So much so I rang IT and had them look at my system. This is linked to my phone. How do I prove anything?? I'm sure even if I prove this they'll find something else just to 'keep face'.

What a weekend? I was so looking forward to a nice sunny weekend.

Regards
Indeeptrouble

indeeptrouble

dmg24 wrote: »

Are your calls recorded?

Some. But I had been monitored already this month. This happened at the end of the month.

poe.tuesday

Have you been given a copy of the disciplinary and grievance procedure, if not, get one, you are entitled to it

then have a look here
http://www.acas.org.uk/media/pdf/9/5/CP01_1.pdf
this is a guide to employers as to the correct proceedure they should follow, this should assist you in finding out if your employers have followed proceedures - you must note down now if you believe that they have not - this is vital as it is fresh in your head - you must stay focused on the facts and do not get bogged down with personal issues - I know this is hard given the emotions involved, however, you say you have done nothing wrong so get ready to prove this - you can only do this by staying positive and focused.

Have a look here regarding unfair dismissal http://www.gordonscranswick.co.uk/unfair-dismissal/unfair-dismissal.htm

are you in a union - if so, contact them, if not then get to the CAB straight away for advice - there are set rules and regs that your company have to follow, if you are inoccent as you say then you fight for this, you have the truth on your side.

MY thoughts are with you in this difficult time but stay focused, at present you are not guilty of anything.

Lorian

Don't make any comment or attend any meeting with them without someone else to represent you. If you are in a union contact them immediately as they will certainly help you. If not, as others have suggested try CAB or otherwise consult your solictor.