When the client doesn’t want to pay for ACW


I work for a centre that handles multiple clients customer services. There is a common theme of after a while, they don’t want to pay for the time we use acw for (average 1 minute at most after a 20 minute call).

When we get that message, we are not allowed to use ACW at all and so we get our next call while we are trying to finish our notes on the customer account…..if we DO use the ACW code, we get in trouble

I CANNOT multitask like this, everyone on the floor hates it…it literally hurts my head. I can’t focus, especially when I need to get those notes written while someone is telling me about their own entirely unrelated problem………

Rant over…I just need to vent….I do not like this


What do you think?

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Anyone else feel like a sociopath?

Caller took offense that I don’t know all about them