If you’re going to tell a customer to hold for a supervisor and then transfer him to an entirely different department to get rid of him, you probably shouldn’t put a note on his account that he hung up. See, when he gets transferred back to your department, and he will be transferred back to your department, the first thing he’s going to tell the supervisor is how you transferred him to another department and bust your sorry ass for lying in his account notes.
Makeesha sure is a dumb ass. Why not just disconnect the call if she is going to record in the notes that you hung up? What sense does it make to transfer you, and then say you hung up? Did she want to get busted? …the hell??
If Makeesha is working with a predictive dialer, then the dialer will log all actual call activity regardless of her “notes”. It should be able to tell the difference between a transfer, a hang-up initiated by the customer, or a hang-up initiated by the call center representative.
I think what happened here is the poor person probably mis-transfered you and then panicked a little bit when they saw what had happened. They probably assumed that you would hang-up, wrote “hang-up”, and then went on to the next caller, hoping that you wouldn’t bite her in the ass.
Even if there is no dialer, the phone system does keep track of call information. The powers that be can determine who disconnected the call, what department it was transferred to, how long the caller has been waiting on hold, etc…
And I probably wouldn’t have made a stink about it, if this hadn’t been the third call I’d made about the same issue and Makeesha hadn’t given me the third entirely different explanation for it. That’s the only reason I wanted a supervisor in the first place, because the first-level reps didn’t seem to know what was going on. I even explained to her that there wasn’t anything personal about my asking for a sup. Until she made it personal by fibbing and then making the rep who got me back get bad call stats for the day because I made her hold with me until a sup came on the line.
We went through 45 minutes of that shit about 3 weeks ago when we were trying to find out why the tech who was supposed to “turn on” our cable didn’t show between [del]last month and this month[/del] 1pm to 3pm. We called at 4:30pm.
Every agent that answered the phone transferred us and hung up. We were eventually allowed to escalate the call to a supervisor who told us the tech was “right down the street.”
They lied to me several times over this past weekend. Two different people at the desk told me a service tech was coming out, only to contradicted by someone else. A supervisor (at least, she says she’s a supervisor) promised me a 60 dollar credit. I hope they got THAT on tape.
