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Originally Posted by dezzo
Yup at one point when the phones were going completely nuts (100+ calls in Q) there were certain agents who were caught repeatedly terminating calls.
No action was taken against them, not even written warning.
One of them had an average handling time of 15 seconds (for the non call centre types here the normal average is about 120-140) but the manager sat back and did absolutely nothing.
It was only after he was recorded swearing at a customer he was shown the door. If the recording wasn't about I'm pretty sure he could have talked his way out of that as well.
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And? How is name and shaming them on here going to fix it?