Home
Dear Sir/Madam.
Good day! I hope you can advise regarding the below incident.
The company is following a zero tolerance policy for ownership by not calling back the customer. Current calback process is that a dedicated employee who monitors email will create a calendar invite for callback.
Jan 11, there was a customer request for callback which have been missed. The employee sent an email to the customer and advised that callback will be made the following day. Jan 12, the callback was missed again.
Notice to explain was given to the employee and she explained what happened. Admin hearing was done between HR, employee, TEam lead and lawyer. Sanction was given to the employee, 10 days suspension. The employee refused to sign the sanction. Reasons given by the lawyer were:
1. She admitted not calling back the customer.
2. Why did she only dial 1 number that is found in the customer's signature.
3. No call logs were found. Since no evidence that the phone system has issues, it is considered working 100%.
4. Employee claimed she updated 44 tickets but only 7 phone logs are recorded.
In defense of the employee, all the allegations made were inaccurate. The explanations she has given was not taken into consideration such as:
1. Apologized to the customer for the miss callback and set a new schedule. This shows ownership by saying sorry to the customer. No callback event was created in the calendar that's why there was no prompt for callback. Calback miss on the 12th schedule date was because she was on a call with another customer.
2. She indeed called the customer the following day. The phone system is not 100% logging all calls and this is a known issue. All the employees including the Operations manager and team lead is aware of it.
3. Updating tickets does not always require phone calls to the customer. It can be done through email or by chatting them.
4. Upon calling the customer, she emailed him first. When she is unable to reach him, she send him an email again stating the same.
Now, the employee is suspended and we feel that the verdict was unjust. The employee just returend from Maternity Leave. Prior to that, she has raised an executive escalation to the lawyer regarding the professional conduct of the hrbp and team lead. We feel that this is a personal agenda that they are trying to raise to get the employee removed from the company. We are looking at raising this issue with Labor. Please advise.
We look forward to your advise and we would like to thank you in advance.
Good day! I hope you can advise regarding the below incident.
The company is following a zero tolerance policy for ownership by not calling back the customer. Current calback process is that a dedicated employee who monitors email will create a calendar invite for callback.
Jan 11, there was a customer request for callback which have been missed. The employee sent an email to the customer and advised that callback will be made the following day. Jan 12, the callback was missed again.
Notice to explain was given to the employee and she explained what happened. Admin hearing was done between HR, employee, TEam lead and lawyer. Sanction was given to the employee, 10 days suspension. The employee refused to sign the sanction. Reasons given by the lawyer were:
1. She admitted not calling back the customer.
2. Why did she only dial 1 number that is found in the customer's signature.
3. No call logs were found. Since no evidence that the phone system has issues, it is considered working 100%.
4. Employee claimed she updated 44 tickets but only 7 phone logs are recorded.
In defense of the employee, all the allegations made were inaccurate. The explanations she has given was not taken into consideration such as:
1. Apologized to the customer for the miss callback and set a new schedule. This shows ownership by saying sorry to the customer. No callback event was created in the calendar that's why there was no prompt for callback. Calback miss on the 12th schedule date was because she was on a call with another customer.
2. She indeed called the customer the following day. The phone system is not 100% logging all calls and this is a known issue. All the employees including the Operations manager and team lead is aware of it.
3. Updating tickets does not always require phone calls to the customer. It can be done through email or by chatting them.
4. Upon calling the customer, she emailed him first. When she is unable to reach him, she send him an email again stating the same.
Now, the employee is suspended and we feel that the verdict was unjust. The employee just returend from Maternity Leave. Prior to that, she has raised an executive escalation to the lawyer regarding the professional conduct of the hrbp and team lead. We feel that this is a personal agenda that they are trying to raise to get the employee removed from the company. We are looking at raising this issue with Labor. Please advise.
We look forward to your advise and we would like to thank you in advance.
