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So I work for an Irish call centre and we act as a third party company that arranges breakdown assistances (BDA) and home emergency assistances (HEA) for several large insurance companies here. Normally we do both services for each company we have a contract with, however due to strict data and legal issues we are not allowed to assist for the opposite issue on the wrong line and need to transfer even if it will come back to one of my coworkers in the same office.
The stupidity of people however always leaves me baffled. I’ve gotten numerous call today alone of people calling to arrange BDA on the HEA line. Where i then need to explain to them they need BDA as we would help with property related emeginces on this line and I can transfer them right over to the correct líne. Now 4 times out of 5, people are nice about it, they either dialed the wrong option on the menu or generally just assumed it counts as a HEA as it’s at home and apologise for misunderstanding
However sometimes they do not. Cast: me, Dumbass Karen (DK)
Me: good morning, this is (company) hea. My name is –
Dk: instantly interrupts and proceeds to angrily demand her car to be fixed
Me: ma’am unfortunely you’re just through the wrong line. This line would –
DK: stop interrupting me and set up breakdown for me this instance!
Me: ma’am i would unfortunely be unable to do so on this line. You are through to the HEA line and need to talk to the BDA team. I can transfer –
DK: shut up. Are you fucking stupid? This is a home emergency!! My car is broken down at home!! And it’s an emergency!!
Me: ma’am hea would cover calls related only to property damage. As i said you need to arrange this with BDA
Dk: are you fucking dumb? How many times do i have to explain this to your dumbass?! I need someone to come fix my car for me right now! Hurry up and arrange and pay for it!! Do your job you useless bitch
Me: (i now become a lot more stern and speak louder) ma’am if you continue to be abusive towards me i will need to terminate the call. As I’ve explained i am unable to help you on this line and would need to transfer you over to the team that can help you straight away
Dk: don’t scream at me. I will sue you for emotionally attacking me! Do your job you useless cunt. -more swearing-
Me: ma’am i am disconnecting the call now due to your behaviour and language
-hangs up-
I won’t get in trouble as we are allowed to hang up after providing one verbal warning and oh my it was satisfying to hang up on this complete utter dumbass. She called in again 2 minutes later (on the hea line again…but got through to one of the most senior staff there who takes zero shit and had her transferred in 30 seconds. Didn’t even let her speak cause he knew it was her (she’s with a smaller insurance company and there’s a very low daily call count from customers))
Guess who gets the transfer call? Why if it’s not myself. Now this is where karma really just hits back instantly. So DK is with an insurance company that provides two different BDA: home start or roadside. And what do you know, she has opted for roadside only, in which we do not cover BDA unless she’s further than 2km from the home address. So i had to very sweetly explain to her she would have to arrange it at her own cost 🙂
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