Update: I got written up, the issue was with the woman that tried to verify as her husband. I still have my job but my performance score is still low because of it.
Just complaining publicly, it probably will make no sense to people.
TL;DR: I'm worried about being fired from a job I like for violating one of my work's zero tolerance policies, I am upset because they will not tell me what I did until at least Monday. They didn't tell me period, I only found out by the systemated scorecard and tomorrow I am required to work for the 6th day of the week on an almost opposite shift.
After such a long time I finally found a job with no face to face interaction with customers, above minimum wage pay, and very limited outgoing calls. Call center customer service was much better than i thought it would be. My handling time is lagging behind what they ask, but very comparable to that of my fellow new employees. My quality has been good, ranging from only minor improvements needed such as advising customer on times for processing things to scores that are above expected. Basically a score of 0-104, anything <90 is improvement needed, I range from 80 to 101. Either way my average has always been 90+. With my last review I get something like 80, 81, 96, 100, 101. Works out to about 90, par for the course. Then a little bit later I receive my scorecard, has my daily, monthly, and quarterly scores on it, and I see my monthly has dropped the an 80 something, and the daily of 76! Later on i talk with my supervisor, and get a "yeah theres one more we need to talk about, but I have to discuss it with my supervisor first, the soonest we would be able to talk about it is on Monday". So I got a 0, basically this is along the lines of sleeping on the job, swearing at a customer, hanging up, or other "zero tolerance" behavior. At this point I am just extremely bothered that they can't/won't tell me WHY I got a zero.
Ah yeah thats fine, I'll try to completely reverse my sleep schedule so I can work the 6th day of the week again, just so I can spend my 1 day off thinking about how I might getting fired on Monday. I don't know how they do things, maybe all 0's carry the same weight, but common sense would say that telling someone to F**k off would be worse the hanging up on someone.
So what might it have been? Hell if I know, but I can think of a couple of things.
A woman called named Jason, or Randall , one of the two. Either way I may have insinuated that she was lying/ was not actually the account holder, this could be maybe be a sensitive topic since I know there is a FtM transgender working in the collections or credit department, But with all the stuff about verification and credit regulations they shove down our throats, I assumed it to be the right thing at the time.
An upset caller was telling me the I was going to be living on the street and that im a f**king Fa**ot thats going to burn in hell among other things, my response was "Excuse me?" in a raised tone of voice.
Or in two situations i may have not followed the full scripting on the acceptable way to hang up on a non responsive call. "Hello?" Wait a few seconds, "Hello is there anyone there?" wait a few seconds "Hello is there anyone there?" wait a few seconds "Hello is there anyone there?" wait a few seconds "I'm sorry if you are on the line I am unable to hear you, please hang up and try your call again." One of them was actually with the upset caller I believe.
Oh I forgot to clarify, the reason I am so worried about this is because of the hell it was getting a job that i can handle with my SA. Face to face customer interaction and outbound calls are the worst for me, which of course align with the only available jobs for someone with little to no work experience. It's pathetic that they require far less work history and background to deal with social security numbers, full addresses and credit card numbers than they do to push boxes in a warehouse.
Just complaining publicly, it probably will make no sense to people.
TL;DR: I'm worried about being fired from a job I like for violating one of my work's zero tolerance policies, I am upset because they will not tell me what I did until at least Monday. They didn't tell me period, I only found out by the systemated scorecard and tomorrow I am required to work for the 6th day of the week on an almost opposite shift.
After such a long time I finally found a job with no face to face interaction with customers, above minimum wage pay, and very limited outgoing calls. Call center customer service was much better than i thought it would be. My handling time is lagging behind what they ask, but very comparable to that of my fellow new employees. My quality has been good, ranging from only minor improvements needed such as advising customer on times for processing things to scores that are above expected. Basically a score of 0-104, anything <90 is improvement needed, I range from 80 to 101. Either way my average has always been 90+. With my last review I get something like 80, 81, 96, 100, 101. Works out to about 90, par for the course. Then a little bit later I receive my scorecard, has my daily, monthly, and quarterly scores on it, and I see my monthly has dropped the an 80 something, and the daily of 76! Later on i talk with my supervisor, and get a "yeah theres one more we need to talk about, but I have to discuss it with my supervisor first, the soonest we would be able to talk about it is on Monday". So I got a 0, basically this is along the lines of sleeping on the job, swearing at a customer, hanging up, or other "zero tolerance" behavior. At this point I am just extremely bothered that they can't/won't tell me WHY I got a zero.
Ah yeah thats fine, I'll try to completely reverse my sleep schedule so I can work the 6th day of the week again, just so I can spend my 1 day off thinking about how I might getting fired on Monday. I don't know how they do things, maybe all 0's carry the same weight, but common sense would say that telling someone to F**k off would be worse the hanging up on someone.
So what might it have been? Hell if I know, but I can think of a couple of things.
A woman called named Jason, or Randall , one of the two. Either way I may have insinuated that she was lying/ was not actually the account holder, this could be maybe be a sensitive topic since I know there is a FtM transgender working in the collections or credit department, But with all the stuff about verification and credit regulations they shove down our throats, I assumed it to be the right thing at the time.
An upset caller was telling me the I was going to be living on the street and that im a f**king Fa**ot thats going to burn in hell among other things, my response was "Excuse me?" in a raised tone of voice.
Or in two situations i may have not followed the full scripting on the acceptable way to hang up on a non responsive call. "Hello?" Wait a few seconds, "Hello is there anyone there?" wait a few seconds "Hello is there anyone there?" wait a few seconds "Hello is there anyone there?" wait a few seconds "I'm sorry if you are on the line I am unable to hear you, please hang up and try your call again." One of them was actually with the upset caller I believe.
Oh I forgot to clarify, the reason I am so worried about this is because of the hell it was getting a job that i can handle with my SA. Face to face customer interaction and outbound calls are the worst for me, which of course align with the only available jobs for someone with little to no work experience. It's pathetic that they require far less work history and background to deal with social security numbers, full addresses and credit card numbers than they do to push boxes in a warehouse.
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