Unfiltered Story #93134

, , , | Unfiltered | September 8, 2017

My friend shares his name with a well known celebrity. He is a volunteer at Canterbury Cathedral and his ID badge clearly states his full name. A tourist is chatting to him and notices his name.

Tourist: Wow, how many people ask you questions about your name? [realises, then smiles] Ooops, I guess I’ve just added one to that number! Sorry!

Drop Bad Management Or Drop Calls

, , , , | Working | September 7, 2017

I work in a call centre that runs two main services, and our clients pay us to take calls from their customers on their behalf. Service A is very generic, used by most of our clients, and everyone is trained on it by default. Service B is more specialised, and each client has it tailored to their individual business needs, so any agents dealing with service B need in-depth training for the individual client before taking calls for them.

Usually all but two colleagues leave at 6 pm, then the last people leave at 8 pm when the call centre closes. On this Monday afternoon, however, and for the whole week, everyone else was scheduled to leave by 5:30, leaving one colleague dealing with two busy channels, by herself, for two and a half hours. Around mid-afternoon, she started feeling a bit unwell, took some over-the-counter drugs, and hoped for the best. Towards five, she was feeling very unwell, and asked if anyone else would be willing to cover her shift, but as they would be effectively doing 11.5 to 12 hours in a day, no one was willing. She let a manager know, but they, too, were unable to find anyone who could cover the evening shift, and she was told she would just have to deal with it.

By 6:15, she was shaking and holding her head in pain. She put a customer on hold and started crying as she stared at the screen, trembling like crazy, so we decided to call a team leader over, as we weren’t sure if she was able to do so herself. We couldn’t hear much of what she said to the team leader, as we were a bit far away and she was struggling to get words out, but we gathered that her head felt like it was on fire, and she could no longer read what was on the screen. The TL started to panic, as our colleague clearly wasn’t able to continue, all the other service B lines had closed before 6 pm, and there wasn’t anyone else in the call centre who was trained for it. Since this line was for our biggest client, we could not just close it. In the end, the TL found someone who had about half a day’s training on service B for this client, instead of the usual two-week training required, (and no training whatsoever for the other clients our colleague was covering). They were asked to do as much as they could, and arrange callbacks for the rest of the team the next day. Our ill coworker went home and did not return until Wednesday.

Despite this situation, and the importance of this client, when the new rota was released later that week, management refused to go back to the old system of having two people present until 7, and kept arranging for everyone, save one, to leave by 5:30, or 6 pm about twice a week. They also refused to “waste resources” training up late-night back-ups because of the greater call volumes for service A. This pattern continued for another six weeks, with one more person getting ill on the day they were due to do a late shift, and another person quitting because of it. After six weeks, the big client decided to terminate the service B contract with us, due to the number of complaints they had regarding excessive wait times and being an inability to get through to anyone after 6 pm. Most of the team lost their jobs, but the manager responsible for setting rotas and monitoring incoming call wait times and dropped calls did not.

Don’t Let The Doors Hit You On Your Way Out

, , , , | Right | September 7, 2017

(A customer comes to the counter.)

Customer: “Excuse me, do you know who wrote Light My Fire?”

Me: “Yeah, The Doors.”

Customer: “HA! Everyone thinks that, but The Doors covered it. I need to know who did it originally.”

Me: “Um, I’m pretty sure it was The Doors.”

(He’s so sure I doubt myself, so I go and get “The Best of The Doors” from the rack and check the writing credits.)

Me: “Um, yeah, there we go, that’s The Doors on the writing credit.”

(It turned out with some quizzing he thought the comedy version by British Novelty act Mike Flowers Pops, released in 1996, was the original.)

Unfiltered Story #93338

, , | Unfiltered | September 7, 2017

(I’m putting my items through the self-checkout and get an alert because I’m purchasing alcohol. Once I’ve finished I see a worker come over and expect her to verify my age, etc. However see proceeds to pick up my bag, turn it upside down and dump everything on the scale. I am using a bag for life from another store.)

Worker: “We just need to put your bag through.”

(She tries to scan the bag which is clearly from another store (this store uses a blue bag while mine is white and green, the text and overall aesthetic is completely different as well). As expected it doesn’t pick it up.)

Me: “It’s from [other store]. It won’t work.”

Worker: *ignoring me* “Why isn’t it scanning?”

(She tries over and over, refusing to listen to me until she screams out in frustration and rips the bag in half.)

Worker: “Now look what you did! You’re going to have to get another now!”

(She tries to get one of the store’s bags when a manager intercepts her. The manager apologises to me and offers me a free replacement (despite it not being from my store). She also approves my alcohol and lets me go. I ask for my torn bag back as well before I leave. The worker is screaming so loudly at the manager by this point that half the checkout has stopped moving to watch the spectacle. I leave and a week later decide to shop at [other store]. While I’m there I decide to get my torn bag replaced (there’s a free exchange offer for damaged bags for life.)

Me: “Could I replace this please?”

Other Worker: “Sure…” *while grabbing another bag* “It looks like someone tried to rip it open.”

Me: “Someone did.”

Other Worker: “Your kids?”

Me: “Ugh, no. Someone at [Store] thought it was one of theres’ and—”

Other Worker: “Was it a woman? Short, with curly black hair?”

(I nod.)

Other Worker: “She worked here last Christmas.”

(She hands me my new bag and start my shopping. As I’m leaving I hear people at the services counter talking about the woman and laughing hysterically. Looks like she’s gotten herself a reputation.)

Unfiltered Story #93334

, , | Unfiltered | September 7, 2017

(I live in a city in the UK notorious for only having one Internet/phone provider. This Internet provider will let other company’s use their lines but only if they pay them a very high line rental, which the other companies won’t do. I’ve been getting a lot of cold callers, trying to get me to change provider. I normally just hang up but this time I decided to see where it went.)

Me: “Hello?”

Caller: “Hello, am I speaking to Mrs. Brown?”

Me: “I’m sorry; they’re not known at this number.”

Caller: “I am calling [my phone number].”

Me: “You are, but they’re not known at this number.”

Caller: “Are you the one responsible for the telephone bill?”

Me: “I am.”

Caller: “I am calling because I can offer you a great deal on your home telephone.”

Me: “No you can’t, mate. I’m in [city].”

Caller: “Oh, you’re in [city] right now?”

Me: “I am.”

Caller: “So you’re with [internet/phone provider]?”

Me: “Yup!”

Caller: “Oh, I’m sorry then. I can’t offer you a deal on your home phone.”

(They didn’t call back again and I hope the guy told his higher ups not to call anyone with our area code as they can’t sell to us.)

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