Working in Call Centre - String Of Customer Complaints Against Me

NoNoDrama

Been there about 15 months or so. Take 1000 calls a month.

Within the last year I've had half or dozen or so 'complaints' where customer feedback to managers etc.

Our calls are not recorded so it's just mine vs the customers point of view.

Generally the complaints are about me not sounding interested enough to deal with their query rather than being "rude".

I treat every call the same and never had complaints like this in previous roles, although these are big B2B account customers rather than your average joe off the street.

Its a terrible feeling being held to ransom by customers "can i speak to your manager, can I speak to someone more helpful" etc.

The scale of complaints compared to calls taken is small 6/12,000 in last 12 months, but its still embarrassing being dragged into the office to give "my point of view".

Management have never gone further than getting 'my point of view' and giving feedback on how I could have handled it better etc

I wanted to ask what happens if you would get too many? Are a number of complaints expected because lets face it, some customers are irrational when they can't get what they want.

Anybody in a senior call centre role who has to deal with complaints about agents?

lincroft1710

You've been there 15 months, if they decide you're no longer what they want, then they can just give you notice, they don't need a reason

NoNoDrama

Will await helpful, pragmatic replies rather than just blurbs about the 2 years thing.

lincroft1710

NoNoDrama wrote: »

Will await helpful, pragmatic replies rather than just blurbs.

That is a helpful reply, if your attitude to fellow MSErs is the same as your attitude to your customers...........

NoNoDrama

The 2 year thing isn't a helpful reply because everyone knows about it but nobody understands it. It just means you can't do them for unfair dismissal which for less than 2 years service would be peanuts anyway. You can still do them for damages which is the big payout, and why big companies tend not to use it.

lincroft1710

And what damages would these be?

If you read the posts on this board you would see that not everybody knows about the 2 year rule

elsien

You wouldn't get damages if the employer followed their disciplinary procedures by the book. Which if they'd got any sense, they would do.

To go back to your original question, too many complaints would probably lead to a performance management plan. With targets, and reviewed at intervals. You meet the target s, problem solved. You don't meet the targets, the employer may wish to consider the disciplinary route. Or they could get shut. As already suggested.

NoNoDrama

Thread gone off topic. Replies from non-hermits who actually work and work in the sector welcome

lincroft1710

I'm not a hermit!

elsien

And I'm now wondering why only 6 complaints.

xapprenticex

I have nothing against you but from you replies so far I can see why you get so many complaints, you have a bit of an attitude.

Anywho, good luck.