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Hi all, I posted a story a while back about my time working in a call centre seling construction materials, figured id share another one.
During this time period we had lost around 40% of our work force due to resignations and so a bunch of new people were hired.
The trainer we had was useless and only had the job because she knew the call centre manager. She LITERALLY did nothing most days.
So here comes the fresh faced newbies and from day 1 she is teaching them all the wrong stuff in almost every procedure.
They get rushed out onto the phones with no proper training and ALL the wrong info, so ofcourse they are constantly asking questions and confused.
So I help and teach them where I can, they very quickly realized that I knew FAR more than their trainer and would usually come direct to me for help most days, well this is where our tale of woe kicks off.
One day trainer approaches me and starts just berating me, saying “These are MY newbies not yours” and “your too inexperienced, you dont know anything yet”
At the time, yes, I was still kinda new, I’d been working there 3 months but I picked everything up quickly. She ends the convo with “if they come to you with questions, send them to me, you are NOT to help them”‘.
“Ok sure” I say.
Then comes the *mistake* the big *mistake*
You see sometimes we need to transfer stock from one warehouse to another to get the product to the customer, there are procedures we must follow but we only ever need permission to do so when its over a certain number of sheets/product. Anything under the limit we can order a transfer ourselves no problem.
Welp, this trainer taught the newbies otherwise, she told them ALL transfers needed permission, now at this point I could have stepped in and corrected her but no, I stepped back, I was told not to intervene, thus I did what I was told, I did nothing.
Next thing you know, the first week those newbies worked the phones, the department that we contact to get stock transfer approval became FLOODED with emails asking for permission for EVERY transfer. It was chaos, to make it worse, because all these newbies thought they needed permission for transfers, NONE of the orders were placed correctly nor in time, UTTER bedlam hits the warehouses as they scramble to get customers their orders and fix all the mistakes.
This little mistake cost customers TIME and MONEY. We are talking massive amounts of money here. Jobs were late, orders were delayed, hundreds of customers had to be called to update them on their orders and to apologize for the delays. The warehouses fell WAY behind schedule which then affected OTHER customers who didnt even place orders with the newbies.
You wanna know the real kicker? That trainer never even got fired nor even spoken too about it.
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