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Need help po

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1 Need help po on Sat May 14, 2011 6:27 am

John.


Arresto Menor
Hello po,

I currently work in a Call Center and I was recently put on preventive suspension. For the reason po na nag release daw po ako ng call. The incident happened 04/30/2011 but, it was monitored by the quality analyst last 05/11/2011. And it is very hard for me to remember as to what transpired during the call since, 2 weeks have passed and yung mga supervisor na sinasabihan namin kung mag release man po kami ng call was only advised verbally because katabi ko lang po sya. And now, he states that he also can't remember.

This is my first time to experience being accused of something that I did not do. And ang proof daw po nila ay ung "CMS"(call monitoring system) and it showed daw po na "RELEASE" yung call na sinasabi nila. At sabi po nila na CLASS D offense daw po un.

I am afraid po na baka iterminate nila ako ngayon po na may sakit un anak ko at ako lang po ang bumubuhay sa kanya.


Wala pa pong schedule ung admin hearing, sasabihan na lang daw po ako.

I hope na sana po masagot ninyo itong inquiry ko kasi hindi ko na po alam kung ano ang gagawin ko.


Salamat po.

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2 Re: Need help po on Sat May 14, 2011 11:06 am

attyLLL


moderator
unfortunately, preventive suspension can be extended to a maximum of thirty days, and if there's a chance of being reinstated I don't recommend taking any action within that time.

how does this call monitoring system work? how is the dropped call triggered?


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3 Re: Need help po on Sun May 15, 2011 1:46 am

John.


Arresto Menor
how does this call monitoring system work? - this would be active once an agent logs in their credential to the phone and it would monitor everything that happens to the phone while an agent is logged in.

I was advised that the drop call was triggered because the "drop" button was pressed on the phone. - Which I never did.

I also heard from my co workers here that there was an agent who was issued an Incident Report for releasing a call but she was able to receive 3 Incident reports before the case was escalated for an admin hearing. The said agent was never put on preventive suspension even if the act was committed 3 separate times.

I really find it unfair that I was put on preventive suspension.

I am not sure if the preventive suspension was really necessary for my case.

Thanks

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4 Re: Need help po on Sun May 15, 2011 6:36 pm

council


Reclusion Perpetua
Hi John.

What does your company handbook say about dropping of calls? Does the policy mention anything about INTENTIONALLY dropping calls or is just a broad statement about it?

Generally the PS is necessary to protect the interests of the company and its client relationship.

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5 Re: Need help po on Mon May 16, 2011 3:41 pm

attyLLL


moderator
focus on submitting your written explanation. there is a specific button to press to drop a call? if it is forbidden, why have that button at all?

is the actual recording of the call available? in the meantime, you'll have to ride out your suspension, and prepare for the worst.


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6 Re: Need help po on Mon May 16, 2011 4:27 pm

John.


Arresto Menor
@council - I would check my handbook for that.

@attyLLL - yes the call recorded, i listened to it and it was a good call (i did not find reason for the call to be terminated)

I would now write my letter and hope for the best.

salamat po

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7 Re: Need help po Today at 11:07 am

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