Suspended from work

ka7e

How can a printout indicate which calls are terminated? Is there a standing instruction never to hang up before the caller does? Most call centre calls are recorded, so you could ask for copies of the recordings that show you "hanging up"! It sounds like a heavy-handed attempt at a cost-cutting exercise by your employers.
Best of luck, try and enjoy your sunny weekend!

dmg24

It's a great pity that they only record some of your calls.

It would be interesting to know about other people's call stats for that day, were they also having phone problems?

I am absolutely amazed that they have suspended you over this. I know of people who were in endless trouble at work, including someone who told a customer to 'f' off, but none of them got suspended over it.

Has your employer indicated when they will be in touch? If not, I would send a letter to them on Monday, if possible sent by email and by Recorded Delivery. This letter needs to state that you strenuously deny the alleged offence, and the upset and stress that this has caused to you. You need to ask them to specify by which date their investigation will be completed, and if you don't already have it, you need to ask for a copy of their Disciplinary Policy and the Grievance Procedure.

Best of luck IDT. Keep in touch with how you get on x

tanith

Sorry to hear about your suspension, in my experience even if what they are saying were true ( I am not saying it is) but even if it were they cannot just sack you there are procedures they have to go through and they have to give you verbal and written warnings. I know lots of people who work in call centres and they always get a verbal warning first and then if it happens again they get a written warning and have to go through a retraining procedure.... I realise this maybe doesn't happen everywhere but if its a first offence they cannot just sack you ... you must get advice as suggested....

brazilianwax

We used to get hauled up for all sorts at the call centre I worked at.

The printouts would show if a call lasted less than a second. If there were lots of calls like that they'd give a warning.

I think suspension is extremely harsh in this circumstance.



Actually , thinking about it, a dodgy wire or connection in the phone itself could have caused calls to disconnect. Is that possible?

indeeptrouble

brazilianwax wrote: »

We used to get hauled up for all sorts at the call centre I worked at.

The printouts would show if a call lasted less than a second. If there were lots of calls like that they'd give a warning.

I think suspension is extremely harsh in this circumstance.



Actually , thinking about it, a dodgy wire or connection in the phone itself could have caused calls to disconnect. Is that possible?

Yes the printouts give a warning *signal*.

It is possible. I even had to go to a different pc in the end. However when I was called into a meeting my mind was all boggled and I forgot to mention about the pc's (although it will be recorded with IT). I was so dumbstruck but now I am also very angry.

indeeptrouble

poe.tuesday wrote: »

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.

This is realy helpful.

Thanks.

amandada

On a procedural point, did they give you the opportunity to have a witness with you, given the severity of the allegations they've made?

indeeptrouble

amandada wrote: »

On a procedural point, did they give you the opportunity to have a witness with you, given the severity of the allegations they've made?

There were 2 managers and a HR manager.

amandada

indeeptrouble wrote: »

There were 2 managers and a HR manager.

so there were 3 of them, and 1 of you....won't be looked on kindly by a union or acas.....

littlestar1981

If you are innocent then stand your ground, if you have been there 10 years I'm sure people will know you well enough to know you could not and would not do such a thing!

To people questioning these print outs, I work in a call centre and our telephone system can tell whether the customer or the operator ended the call. And all our calls are recorded - when the calls are listened to it come up on the screen in different colour dots dependent on who ended the call!!

Technology these days... but it isn't watertight I'm sure.

Good luck with it all x