Telecommunications - Call Avoidance

TheEnergyThread

Hello all

I currently work within the telecommunications industry, now earlier on today I was in the process of escalating an issue for the company that I work with but took at least 90 minutes to get through. Now I was told if I ended the call even after my scheduled finished time? It would still be classed as gross misconduct. Even after spending 90 minutes on hold. Eventually I got through before my time but was generally interested to know.

Could they take action in this scenario?

- I am scheduled to work 40 hours a week and overtime is not compulsory therefore I’m not contracted to work past these hours.
- There is nothing in the contract to state anything regarding this.
- I had been given no prior notice regarding before the call to make me aware it could exceed my scheduled hours.

I would be paid by for any OT, but just generally curious. If anybody could give me there opinion it would be great.

sangie595

I think it's pretty obvious that you don't walk off the in the middle of doing something. Most employers would be rather peeved if you did.

Diamandis

Everyone who works in call centres has to finish their calls. You can then arrange to be paid extra of take some time back or whatever afterwards but hanging up and going home isn't an option.

Masomnia

When I used to deal with this kind of thing for a call centre a one off instance like the one you've described wouldn't be seen as an issue.

We had one case where a guy cottoned on to the fact that every time he rang one department he would be waiting for ages for someone to pick up, so he continually did it. Had no explanation why he was ringing this number and being on hold to them multiple times day in day out... he was shown the door.

robatwork

Best thing to do is at your allotted time (5pm or whatever) just disconnect from whatever call you're on. Don't even say goodbye as that's wasting your time. After all, that's what you're getting paid for.

And if the above sounds reasonable to you, then you aren't cut out for a "telecoms" job.