termination due to call avoidance

Hi,

I am currently working in a callcenter and I am now working for them for 4 years and 8 months.. My supervisor caught me transferring calls to other department last Friday and I admit that is not our process and I have an honest mistake..I did that because I am prioritizing the call that I got which is a complaint and I did transfer 4 calls that time because I missed to update some details of that customer and that's it.My supervisor called me and she let me explain in written and went to HR to pass my explanation ans as per HR that is a call avoidance which falls 0 tolerance and it leads to termination. So I am very shock at that point. Is this legal termination? Please help

I really need your help atty..

dafs21 wrote:Hi,

I am currently working in a callcenter and I am now working for them for 4 years and 8 months.. My supervisor caught me transferring calls to other department last Friday and I admit that is not our process and I have an honest mistake..I did that because I am prioritizing the call that I got which is a complaint and I did transfer 4 calls that time because I missed to update some details of that customer and that's it.My supervisor called me and she let me explain in written and went to HR to pass my explanation ans as per HR that is a call avoidance which falls 0 tolerance and it leads to termination. So I am very shock at that point. Is this legal termination? Please help

What does your company policy say regarding call avoidance?

Your action falls under call avoidance and is terminable.

You're not supposed to transfer calls unless it's to escalate.

Hi,

Thanks for immediate response..call avoidance is a terminable case as per them, I have explained my side to them that I need to prioritized the customer who is complaining about his account so that if onky in case that customer go to their Ombudsman atleast our company wont get charge for losses and I admit due to high volume of calls I did transfer those calls to the proper department who can help them further and less focus because I need to finish my notes on that current customer's account.

If they consider that a call avoidance so should we consider that they are breaking their process? Because when we have a high volume of calls they are instructing us to do messaging which is you will advise the customer to call us back later due to high volumes of calls?

dafs21 wrote:If they consider that a call avoidance so should we consider that they are breaking their process? Because when we have  a high volume of calls they are instructing us to do messaging which is you will advise the customer to call us back later due to high volumes of calls?

those are their rules so you follow them as instructed.

Thanks for the response..last question please.. If I lose the case will I still have the rights for them to pay my back wages?

dafs21 wrote:Thanks for the response..last question please.. If I lose the case will I still have the rights for them to pay my back wages?

you should be paid any amount that you have already worked for.

While this is in a form of call avoidance, I don't think this is the type considered as serious msconduct considering that you were handling another call, unlike cal avoidance where the agent is just being lazy

The other call was already completed and this "prioritizing" was more of documentation already. If there was a need to do any more work on the complaint then there are other ways to do it but not at the expense of cancelling or routing other calls away.