Quote:
Originally Posted by KaySquirrel
At a few call centres I've worked at, when a client was flat-out refusing to give any details and just demanding a supervisor, quite often they'd just be transferred to another agent who would pretend to be a manager to get details of the issue,
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That used to happen quite regularly at ntl's tech support up until a few years ago and going on reliable reports, still does happen. Unless teams are regularly monitored, it will continue to happen as it would in any such callcentre.