chrisbmoore
join:2003-08-28
Frederick, MD
| reply to MyDogHsFleas
Re: This story is outstanding.
I used to work for Wells Fargo home mortgage and its the same story in all call centers. If you don't bring in the true numbers and you don't do what their rulebook says in terms of not forgetting to say certain things such as our old saying "this call may be recorded for quality assurance", you immediately fail the call. Regardless of how you helped the customer that was it. I ultimately was fired for having calls which were too short. They told me that I was hanging up on the customers and not solving issues appropriately, but if they really listened to the calls, which they don't, they'd have found I did indeed solve the customers issue in a smaller amount of time. The same thing happened to six others in that call center in that same week. We all considered filing suit, but for what? We didn't want our jobs back after being treated that way and the money would be little consolation in light of having a termination on your record. In the end we all pledged to simply share our stories with everyone so that the company would lose business and it worked. |
