Quote:
Originally Posted by paultrademark
If you're saying that people are pretending to be managers, that's shoddy and frankly disgusting behaviour.. does this go on at VM?
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No-one will pretend to be an agent's line manager. However, if you ask the call be escalated, then you may well speak to a dedicated resolutions team who are tasked to deal with escalated calls and would have the same authority level as a 'manager', rather than an agents direct line manager who is tasked with managing the agent.