I work at a large logistics company in their support center and we have to deal with escalation calls from our customer service reps. My team has to take over these escalated calls and they aren’t fun. They are usually very upset customers. During my shift I work with 4 other employees and I can see their activity in our system. I have noticed that 3 of the 4 when they take over a call they put that customer directly on hold and just wait for the customer to hang up and then the call gets passed to me and I get overloaded with calls while they get to sit back and twiddle their thumbs. I don’t know how our leadership team has not seen this but it’s been going on for about 4-5 months. Every single call they put the customer on hold and eventually they hang up and call back until they get me or the other employee actually doing their job. I actually brought up this to a manager about 4 months ago about an employee and they were fired but they basically told me not to ever do that again and that it’s not my place to “tell” on other employees... is their a way to expose them somehow or scare them into actually doing their job. I want to message them directly but I’m a little scared to and I’m tired of what’s going on
*and yes I know I could quit but I honestly don’t mind the job. The calls only come in for about half my shift and the other half is really easy. And the pay is pretty solid. I’m looking at moving departments at the moment and just had an interview two weeks ago for a new department that doesn’t deal with customers
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