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A Department’s Hours Updated, Yet Nobody was Told

I work at a bank call center, one I’m really glad to be leaving next week. One of our departments handles Personal Credit Lines. I get a call from a customer around 3pm, saying that she was transferred to that department but an automated message came on and said the department was closed. The automated message also said the hours on Saturday was 8:00am-5:00pm, so the department should’ve been open. I was just as confused as the customer, so I did a bit of digging.

It turns out that the PCL department has new hours. They’re now open 8:00am-2:00pm on Saturdays. And nobody was told about this change. No emails were sent concerning this change, the managers didn’t tell us anything, and a colleague got quality docked for giving the 8-5 hours, despite the fact that she wasn’t aware of the hours change until she got quality docked.

submitted by /u/ZillaSmasher
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What do you think?

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Got ripped a new one over the phone.

How do you deal with high volume calls?