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Just had a customer screaming at me over wait times and how we are slacking off, are obviously not supervised whilst working at home and need to get back to the office immediately. She genuinely said on a previous call the agent was outdoors and was obviously walking his dog?! I genuinely was lost for words. This is a banking call centre how she thinks you can answer the most basic of questions without access to the multitude of systems required to locate an account let alone resolve an issue I have no idea! My internet is reasonably good but still wouldn’t hold up to a meander around the local park!
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