Call avoidance

Hi,

I currently work in a call center and I've been working in this company for a year and a half already. This monday lang po I made a mistake. I admit naman na its a mistake talaga and Im aware of it. What happened kasi it was lunch time na. I was already very hungry but I got stuck on a long call. My teammates left already so I was the only one there. The issue of the customer was very complicated and I got tired after I think almost an hour already so talagang gutom na po ako that time so I decided to put the caller on hold then put her back sa queue sa same department para may ibang agent na maka help sa kanya sa same department at maka pag lunch na po ako. Once again I admit po talaga na kasalanan ko pero I did not do it dahil gusto ko lang kasi ang reason ko is gutom na talaga ako that time and I was not feeling ok as well. Stressed ako sa personal issues din and plus the gutom so parang gusto ko na din sana maka kaen at least to feel better. But the agent na naka receive sa call escalated me and the next day my team leader talked to me about it. Nag couching kami and he told me na he will do his best daw pro di dw sya maka guarantee kasi dw call avoidance. He will trt dw to negotiate with HR. TL also said na may same case dw din sa akin sa isang team pero di pa naman sya na tatangal. Kina usap ni TL yung TL of the agent na kay call avoidance case din and he said na they are waiting pa daw sa decision sa HR. Di nya na sabi sa akin how long na they have been waiting. So far sa akin ita has been 3 days na. Nangyari kasi yun monday and I think na escalate ako the same day but kina usap ako ni TL tuesday. Sabi ni TL sa akin hintay lang daw ako.

Fear ko lang kasi is baka mamaya bigla nalang ako e terminate and masakit yun kasi baka yun nex company na aplayan ko mag background check so Im planning na mag resign nalang siguro while nag hihintay pa for any updates from HR.

Ask lang po ako. Since this is po my first offence, term ba po dapat agad hindi po ba dapat warning muna? Wala din po ako idea sa policy nila kasi di naman kami sinabihan ano punishment sa call avoidance if first offence. Di din ma sabi ni TL kasi di dw sya sure ano punishment kahit first offence.

Advice din po if mas ok po ba na unahan ko nalang mag resign nalang ako or would ot be better to wait like what TL advised? Salamat po.

since no one knows the official policy your guess is as good as mine. but if you want to play it safe yes resignation is an option. they would have grounds to terminate you as this is your primary duty. Parang imagine as sales person who refuses to sell or a electrician who refuses to do electrical work.
if you decide to wait it out try to appeal to their compassion. 1st offence naman baka pwedeng 2nd chance

Thanks for the reply. After reading your reply I have decided to resign nalang tapos mag render ako for 30 days and if ever within 30 days may update na and sabihin sa akin na warning lang at hindi term e backtrack ko nalang yung resignation ko. Do you think that would be a good idea? Thanks.

Generally for BPOs, the penalty for call avoidance in the first instance is termination of employment. This is because of the possible situations that may occur if the customer on the phone escalates the situation to your company's client. And if the client decides to pull out, the call center loses the business and will incur a lot of unnecessary expenses.

Make sure that if there is a case against you for call avoidance, all the steps of due process are observed (notice, hearing, decision).

If you file your resignation and they accept it, you can retract it only if management allows or approves it.

Thanks for the reply. I already know what to do. I have decided to resign just to be on the safe side. Thanks for all the advise.

Call Avoidance in BPOs is usually a minor infraction which would warrant a Written Coaching or Written Warning depending on the Company Policy. It is not a serious offense which would warrant termination on its first instance. Besides, a sanction of termination is too harsh for this infraction.

Filing a resignation letter is a BAD idea. Like what Council stated, an already-filed resignation letter can only be retracted with the approval and conformity of the Management.

your move if you opt to resign. it's your right to file one anyways.

Thanks for the reply. Thats what im thinking as well since its only a first offence it should not be term agad. Ask lang po ako if you have an idea if ever e term talaga nila ako pwde po ba ako mag complain sa DOLE? Basihan is first offence pa naman so dapat warning muna kahit final warning wag lang term. You have po ba an idea if may magagawa an DOLE about this if ever ma term agad kahit first offence lang? Thanks.

I've worked for 3 BPOs and call avoidance (as I said) is GENERALLY terminable on the 1st offense.

Any intentional or deliberate manipulating or toggling the phone unit to avoid a call or to reset or restart his queue is terminable. This includes any intentional dropping of calls while on queue (including transferring the call back to the queue without proper notice and approval)

Terminable on the 1st Offense? The sanction is too harsh. One cannot even prove damage/s and/or loss/es for the company for call avoidance.

DOLE cases are sometimes decided in favor of the employee for this reason. Even if the sanction is in your company code of conduct, even if the employee indeed violated the same, if the sanction is too harsh, it can be decided in favor of the employee.

Thanks to all that replied. When it comes to damages hindi naman po nag request ang customer to lodge a formal complaint about what happened. I actually called the customer back after lunch because the agent who received the call emailed me asking me to call cx back. Naka usap ko ulit yung customer hindi naman sya galit and I was able to help her issue na kasi I was feeling a little better na that time kasi naka kain na ako. So when it comes to damages against the company wala talaga yung agent lang talaga nag escalate sa akin.

Siguro I will wait nalang muna sa kanilang desicion. So far pinapapasok pa naman ako at wala pang update. Sabi lang ni TL hintay lang daw ako and in the mean time continue working lang muna and wag ko dw muna isipin.

Salamat po sa inyung lahat. If anyone po would like to add something please feel free at least Im learning something new that I can use to make a better decision while waiting for feedback or update from HR. Thanks again.

Robert101 wrote:Thanks to all that replied. When it comes to damages hindi naman po nag request ang customer to lodge a formal complaint about what happened. I actually called the customer back after lunch because the agent who received the call emailed me asking me to call cx back. Naka usap ko ulit yung customer hindi naman sya galit and I was able to help her issue na kasi I was feeling a little better na that time kasi naka kain na ako. So when it comes to damages against the company wala talaga yung agent lang talaga nag escalate sa akin.

Siguro I wait nalang muna sa kanilang desicion. So far pinapapasok pa naman ako at wala pang update. Sabi lang ni TL hintay lang daw ako and in the mean time continue working lang muna and wag ko dw muna isipin.

That's good then.

Just be sure that IF you have an administrative case, the company should follow due process (notice, 5 days to explain, hearing, decision).

And ipaliwanag mo mabuti ang sitwasyon kung bakit nagkaganoon.

But also -- kahit si customer walang problema sa pagbalik sa queue, si client (ng company) baka meron.

Thanks for the reply. Noted po. I will keep everyone posted once I receive an update or feedback.

Salamat po sa inyung lahat. If anyone po would like to add something please feel free at least Im learning something new that I can use to make a better decision while waiting for feedback or update from HR. Thanks again.