I currently work in a call center and I've been working in this company for a year and a half already. This monday lang po I made a mistake. I admit naman na its a mistake talaga and Im aware of it. What happened kasi it was lunch time na. I was already very hungry but I got stuck on a long call. My teammates left already so I was the only one there. The issue of the customer was very complicated and I got tired after I think almost an hour already so talagang gutom na po ako that time so I decided to put the caller on hold then put her back sa queue sa same department para may ibang agent na maka help sa kanya sa same department at maka pag lunch na po ako. Once again I admit po talaga na kasalanan ko pero I did not do it dahil gusto ko lang kasi ang reason ko is gutom na talaga ako that time and I was not feeling ok as well. Stressed ako sa personal issues din and plus the gutom so parang gusto ko na din sana maka kaen at least to feel better. But the agent na naka receive sa call escalated me and the next day my team leader talked to me about it. Nag couching kami and he told me na he will do his best daw pro di dw sya maka guarantee kasi dw call avoidance. He will trt dw to negotiate with HR. TL also said na may same case dw din sa akin sa isang team pero di pa naman sya na tatangal. Kina usap ni TL yung TL of the agent na kay call avoidance case din and he said na they are waiting pa daw sa decision sa HR. Di nya na sabi sa akin how long na they have been waiting. So far sa akin ita has been 3 days na. Nangyari kasi yun monday and I think na escalate ako the same day but kina usap ako ni TL tuesday. Sabi ni TL sa akin hintay lang daw ako.
Fear ko lang kasi is baka mamaya bigla nalang ako e terminate and masakit yun kasi baka yun nex company na aplayan ko mag background check so Im planning na mag resign nalang siguro while nag hihintay pa for any updates from HR.
Ask lang po ako. Since this is po my first offence, term ba po dapat agad hindi po ba dapat warning muna? Wala din po ako idea sa policy nila kasi di naman kami sinabihan ano punishment sa call avoidance if first offence. Di din ma sabi ni TL kasi di dw sya sure ano punishment kahit first offence.
Advice din po if mas ok po ba na unahan ko nalang mag resign nalang ako or would ot be better to wait like what TL advised? Salamat po.