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So, I’m new. I’ve only been here for about 6 weeks (including training and nesting for 2 weeks, was supposed to be 6).
This morning I had a meeting with my sup, he explained that I had a few released calls last week and that my center don’t tolerate that; either you get suspended or terminated. Keep in mind, I’ve never hung up a call just because, it’s mostly been dead air calls. (they usually don’t count those as long as we log it on the system).
But I had 2 calls, which there was “no log” as of why I had ended them. After a few minutes, I found out one was a call I had to end as the customer didn’t hang up after I had assisted him. The second, was a cx who placed me on hold and exceeded the time we are allowed to stay on the line when they place us on hold. I left interactions for both, following what I was told on training along with the correct spiel.
It was until today that they told me we should leave a specific interaction when such things happen. I mean, training dept said something and now my sup told me the opposite.
He said that because this was my “first time” they would not do anything, even tho my metrics are above 95% I feel like they will keep a close eye on me just because of this; at the end of the day we are just a number for them. Bullshit
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