Shop Talk
Question for people in call centers
I have a question regarding policy. It's more out of curiosity than anything. I'm sure that you deal with the weirdest situations because people generally think they can get away with more on the phone than they can in real life. My question is: if you hear something that is questionable behavior (abuse, drug deals, anything illegal), what's the proper course of action? Do you report it to a supervisor? Do you have authorization to go straight to a police officer? What are the rules and regulations behind that?
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We report it to a supervisor, record the call if possible and from there the supervisor will alert the authorities with our help answering any questions.
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How would they know? Do they listen to the recordings of every call at night?
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really... you can say someone is on drugs all you want, but there is no way to tell if they are really on drugs. That's a pretty "b*tch" policy. what company is that?
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hey you would say that about any call center representing there carrier. it's not the carrier it's the policy. any one can say that about sprint, t=mobile, verizon. and any other carrier for that matter. what counts is that they do the best at customer service. make it timely if possible. make it seamless, do it right the first time, and meet are commitments. The Almighty cingular truely is.
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typically they record one of every three calls here and filter them out either that night of sometime that week
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Well i understand that you have to follow policy, i just think its a horrible policy. I have never and will never do drugs, but i think that is something that shouldn't happen.
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ive gotten those calls before i told my sup about it when i did and he listened to it and just deleted it, but theyve fired people here before for that
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That sucks. Maybe I'll call customer service some time and just be extremely obnoxious on purpose.
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There is no way to tell if someone is on drugs or not, even if you think so, its all "here-say". Give an example that you had that you thought someone was using drugs or you 'suspected' or if you know someone that reported it. I don't think you can because you have no evidence unless it recorded them saying, "I am going to sell this guy crack".. And plus people are smarter then that because they all use slang. It'll be very rare for you to catch someone. I am on the phone 5 days a week 8 hrs. day and I never heard anything about selling drugs or anything out of the ordinary.
There was one call where a dumb ass called on his cell phone to report a bomb in our building. The lady that took the call got all of his info and reported to the po...
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There was one call where a dumb ass called on his cell phone to report a bomb in our building. The lady that took the call got all of his info and reported to the po...
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I called the cops on some dudes once when working at a subway. They came in so drunk they could barely walk, purchased some beer and food all the while telling me they were on their way north about 80 miles. When they left I called the cops as I couldn't in good conscience allow them to drive on a busy highway in the middle of the day in that condition.
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he is just relating another story, i can see how his situation is warranted, call center people reporting customers for substance abuse in their own homes is so very messed it it is beyond reprehensible.
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That's true, BUT...
The reason I initially asked was because I'm thinking about writing a script about a guy that works in a call center and has to deal with an internal struggle because of these questionable things that go on in call centers. I just don't know if it would work or not because I don't know the policies.
The reason I initially asked was because I'm thinking about writing a script about a guy that works in a call center and has to deal with an internal struggle because of these questionable things that go on in call centers. I just don't know if it would work or not because I don't know the policies.
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🙂
I'm a full time student and published author. I think I could make this part of a one man show that I'm working on. It doesn't have anything to do with being consumed in the industry.
I'm a full time student and published author. I think I could make this part of a one man show that I'm working on. It doesn't have anything to do with being consumed in the industry.
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these places are horrible on those of us with morality, i personally hate when i have to lie to someone to make a sale or to just get a pissed off customer off the phone
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when we were outbound here they used to tell us to do whatever it took to make the sale, they even went so far as to tell us ways to lie to the cust and how to defend our lies
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yes, all terms of service also list that they are not liable of promises by reps.
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Yikes. If I did that, I'd have tons of angry customers coming back to yell at me every day. I never lie to people because it's not worth the headache.
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yes, but in a call center nobody will remember your name and other employees know what's going on. its like threatening someone on the internet, what is really going to happen?
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alejandro said:
he is just relating another story, i can see how his situation is warranted, call center people reporting customers for substance abuse in their own homes is so very messed it it is beyond reprehensible.
Agreed as its not illegal to abuse substances in your own home unless the use there of encroaches upon the liberties of someone else in that same home. For instance if you have children, the use of mind altering drugs could then encroach upon that child's right to the pursuit of happiness.
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My ass. That child would be all kinds of happy if he got some of the drugs.
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If they took away the drugs once the child was dependent on them, they would be interfering with the child's right to pursue happiness.
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Crapbag said:
I called the cops on some dudes once when working at a subway. They came in so drunk they could barely walk, purchased some beer and food.
Subway serves beer?! Where do you live?!!!
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I hate drunk drivers! My mom use to drive drunk with me and my sister in the car. 👿
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Um, when I worked in a call center, nothing was said to me about anything like that?? I heard people pulling bongs in the background, I never called 911 and cried to the cops. Maybe things have changed? That was like 3 years ago.
But, if some idiot told me he did something really bad (kidnap, rape, etc.) I would inform the police. Just a moral issue. Anyway, you hear weird sh*t all the time when you work on the phones, so you can't take everything literally. I had death threats, I didn't call the FBI...
But, if some idiot told me he did something really bad (kidnap, rape, etc.) I would inform the police. Just a moral issue. Anyway, you hear weird sh*t all the time when you work on the phones, so you can't take everything literally. I had death threats, I didn't call the FBI...
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I work at a Sprint/Nextel call center. We dont have ANY policies about abuse, drug deals, or anything else illegal as far as reporting a customer.
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At BigPink we report it to our supervisor too, they pull the call (every call we have is recorded) and decide what to do with it from there. Not a lot we can do really, considering we pretty much have to have permission to go to the bathroom around here.
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