Disciplinary

SallyT75

I have worked for my employer for 15 years within the call centre industry. I have now got to attend a disciplinary hearing as they picked up 2 calls I had with customers where I sounded frustrated and used the wrong tone. After listening to the calls I agree I was having a really bad day. Outside of work I have been undergoing investigations and fertility treatment and my husband had a serious head accident at work this year and is only now back full time. The accident could have killed him and he is struggling with his memory amongst other things. I have kept my manager informed with this and have not brought it into work.
Also in may this yer she set me a coaching plan (based on a few off calls) however we have not done it as for some reason they have not been able to record my calls until the last two weeks. Am I looking at being dismissed for gross misconduct?

pinkshoes

2 bad days in 15 years is pretty good going!!

Point out your previously exemplary record and ask to do the training.

wiogs

"Am I looking at being dismissed for gross misconduct?"

Unless they really want rid of you I would have thought not.

Check your companies policy on disciplinary action. you should have a copy of this.

paulineb_2

Make sure you know in writing what you are being accused of before you go into any hearing, make sure you have a copy of the policy and make sure you have a witness in the meeting, also if you are in a union, contact your union rep.

ACAS have guidelines on disciplinary and grievance on their website, really helpful.

zzzLazyDaisy

Check out the company's disciplinary procedure. If you have no previous disciplinary warnings, then the most that should happen is a first stage warning and some re-training. The only way they can dismiss you for a first 'offence' is if what you have done is potentially gross misconduct, but this is a performance issue, not a misconduct issue, so that doesn't apply.

However, to put your mind at rest, you should have had a letter requiring your attendance at the disciplinary meeting. If they are considering dismissal the letter must tell you this. In the circumstances you describe I doubt this is the case.

Dx

Southend1

Don't forget you have a legal right to take your union rep or a colleague to the hearing. Your union rep will help you gather all the evidence and prepare your case.

*Scarlett

The fact that your manager was aware of issues in your calls as far back as May and was supposed to implement extra coaching but never did so stands in your favour. (Although you could have asked about it since then).

I know that you say that you are not bringing outside issues into work but such major things happening can impact your work even subconciously., and the fact that you have mentioned them here and to the employer means that you are aware of this.

If you've worked in a call centre for 15 years it would be easy enough to get frustrated with people when you are hearing the same thing every day especially with the things you have going on at home.

Have they had any actual customer complaints or was it just the call assessment from your manager?

I'm sure you won't be dismissed - be contrite, ask for more coaching, support, etc. It may even give you a bit more motivation during this difficult time.

Good luck