How unprofessional/unethical is this?

In My Humble Opinion
1

I have a… situation at work, where my whole department was required to do something that I believe is unprofessional and probably unethical (but not so egregious that it’s worth whistleblowing over). I’d like to know if disinterested parties think the actions I took were justified or an overreaction.

I work in the call center of an insurance company. Yesterday, all we reps received an email that everyone in our department needed to record a new voice mail greeting. The new greeting would follow the voice mail scripting that claim adjusters use. Paraphrasing from memory, it goes something like “Hello, you’ve reached the voice mail box of Rachelellogram. Please leave a voice mail with your name, claim number, and callback number. I will return your call by 4pm on the next business day. Thank you for doing business with Mycompany, and have a nice day.”

The problem is, we are not claim adjusters. We are inbound-only call center reps (we take new claims, answer questions about existing claims, refer people to their adjusters more often than not, and sometimes transfer people who hit the wrong option by mistake). We cannot and do not place outbound calls on the clock, ever, not even when a customer requests it. This is something that was drummed into us during training. In the years I’ve worked here, I have never placed an outbound call (in fact, I don’t even check my voice mail anymore, because any inbound calls that come to my box are 100% mis-dialed extensions). We couldn’t place an outbound call even if we wanted to, because our phones are always in “auto-in” mode. Any incoming call using my extension just goes straight to my voicemail box. There isn’t even an opportunity for me to check my voice mail on the clock, much less return a call.

But, but… the message *explicitly promises *a call back during a specific timeframe on the next business day. Knowing that’s patently impossible, I sent an email to my boss asking why we are suddenly required to use this scripting. He said, in essence, because someone higher than us said so. I emailed him back and made it clear that, while I know this decision is above both our respective pay-grades, I think it’s unprofessional and unethical to lie to customers. I also expressed my concern that I might get in trouble down the line for not returning a customer’s call, when it is impossible for me to do so. I said I would record the scripted greeting (and I did), but I was doing it under protest. Lastly, I asked him to please print off a copy of the email and place it in my personnel file. He said he would, and that was that.

I realize this isn’t a huge deal in the grand scheme of business ethics. I’ve been working at this company for three and a half years. In all this time, I’ve gotten maybe 15 voice mails from customers who hit my extension on accident. But this is a *really fucking stupid *managerial decision. It’s unprofessional, it makes NO sense to promise something I’m physically unable to deliver on, and I don’t feel comfortable being required to lie to customers. I would feel much more comfortable with a script that was tailored to our position, like “My name is Rachelellogram and I am an inbound call rep for Mycompany Insurance. Unfortunately, I am unable to respond to inquiries or voice mails at this extension. If you would like assistance, please hang up the phone and dial [my department’s phone#], and the next available representative will assist you. Thank you for doing business with Mycompany, and have a nice day.”

My company has a confidential phone number to report ethics violations, although I kinda doubt this incident qualifies as serious enough for that. But… I dunno, I think someone other than my boss should know we reps are unhappy with the new scripting. I’m certain that lying to customers is patently unprofessional, and I think it crosses an ethical line (even if just a little). I know it’s a rare chance that one would reach my voice mail box.

But the thing is, on a large scale (which this is, we have over 100 reps in my office and a few thousand across the country with my job or similar jobs), this *will *result in customer dissatisfaction. And since I have to deal with pissed-off customers who bitch that their adjusters don’t call them back every single day, the last thing I want is a stupid policy that will create even more pissed-offness that I’ll have to deal with later. I mean, how am I supposed to explain to a customer that Johnny CSR isn’t ever going to return his call, even though Johnny’s voicemail promised he would? It’s easy enough to put myself in that position, too. What if I called what I thought was my claim adjuster, but hit one wrong digit? What if I got someone’s voice mail and left a message with the assumption that they would call me back tomorrow, because the message said they would? I would be pretty damn peeved when I didn’t get called back. Who wouldn’t?

So… what would you do?

2

I would record the message and never think about it again.

3

I pretty much agree with everything you said. It’s not the most egregious ethics violation ever, but it’s 1) unethical to direct 100 of your employees to knowingly lie to customers and 2) it is a stupid business decision because it will negatively affect customer satisfaction. I too would be annoyed when I didn’t get called back.

I would have done something similar regarding the email that you asked your boss to put in your file; if the ethics hotline is confidential, I would also report it there, especially if, as you say, it’s confidential.

4

That would bother me, too. I would explore the ethics line option, especially if you’re being stonewalled from bringing it up with someone who can change the decision. I’m the sort of pickle who would go up the ladder as far as needed to voice my concern, and would explore other options if I was prevented from doing that.

5

Well, I sure wouldn’t say that I would return their call if I’m not the one who does the call back. I would say “Your call will be returned” and if people kept calling me saying that their calls were not returned I would make sure someone above found out every single time.

6

It is bothersome, but you’re being paid as a voice actor in this case to record these messages. When you say your name it’s really the name of a character that happens to have the same name as yours. It sucks, because you know this will be used for unethical, and IMHO, immoral purposes, but it isn’t you being unethical or immoral, it’s your employer.

7

This is stupidity at it’s finest. Some asshat in upper management decided this would be better without even the basic thought process of what will happen.

Is there a procedure in place to check phone messages and have someone return the call? If not, it is *really *stupid, and will result in a lot of pissed off customers.

It sounds like your boss knows it’s stupid, but isn’t going to take any further action. That’s what I would advise you to do as well. It sucks.

8

Yeah, based on the script you were told to recite, it sounds to me that the person(s) who made this executive decision probably had good intentions to *improve *customer service and satisfaction, (or else, why the specific promise of a callback by the end of the next business day?) but they didn’t even know how your call center works and that you can’t even return *any *calls.

If I had to guess, I’d say that one of the higher ups had occasion to hear one of your cow-orkers voice-mail greetings, and found it wanting. Without sufficient knowledge of your operations, they decided to mimic the script of another department that they knew of, in order to try to improve standards and professionalism.

If it were me, I’d try to reason with my boss that this directive really needs to be taken back up the chain just to confirm that those who made this decision are aware of all the facts. Chances are they will appreciate the heads-up, and you, your boss, and his bosses on up will all look better for it.

Be aware though, a likely outcome is that they go ahead and make the change that your department does start handling call-backs. In fact, come to think of it, that may be why your boss or others don’t want to raise the flag. They don’t want to have to rejigger the call systems, procedures, etc.

9

I appreciate all the feedback, thanks. I feel better that I’m not the only one who thinks this is a really stupid idea. I’m trying not to take it personally, but again, we’re the ones who will have to deal with the fallout from this. It makes me grr-y… :mad: :frowning: I’ll send out some feelers next week. If there’s no hint of an imminent resolution, I may go ahead and call the ethics line.

You may be right. And personally, I wouldn’t mind this at all. It would be trivial for our schedulers to insert 5 minutes of “voicemail/callback time” into our schedules every day. Our phones are certainly capable of outbound calling in other modes, just not while we’re in auto-in mode.

But the problem is, and I’m sure this is how they would see it: that’s over 8 additional man-hours of work per day, when we should be taking calls instead (or possibly more, depending how complex the callback/talkative the customer is). Honestly, whoever handed down this edict should have factored that into the decision to force the scripting on us. But again, that’s above my pay-grade…

10

I would record the message without the line about calling them back, and never think about it again.

What are they going to do - check the voicemail of everyone in the company?

11

It is not simply a stupid idea Rachel - its wrong. You are being instructed to create a false message. I’d be distressed in your shoes.

Ethics are important, they go to the root of the soul. Every time we bend ourselves to fit, we hurt a little of our self belief. Its a subject I have experience with having chaired a lawyers ethics committee.

However we are also human. Sometimes the “wrong” is piffling, of no consequence and harms noone. Sometimes we just have to sigh and get on with life. Perhaps this is one of those times, only you can make that judgement.

12

PS Maybe something like this helps:

Hi, I understand how annoying long messages can be. Why do people always waste so much time talking about nothing? Well I’m with you on this one. I can’t stand people who leave long messages talking about nothing useful. Why can’t they just get to the point? All they have to say is “Hey I’m not here cause I’m doing important stuff. Leave a message!” Anyways I kept this message short. Leave one after the second beep.

(there is no second beep…)

13

Why do I get the feeling that somewhere down the line there’s going to be a conversation that starts with, “Now before we begin your review, I just want to stress that you shouldn’t be bothered by your ‘Poor’ rating, given all these unreturned calls and Customer Satisfaction Errors.
After all, we’re just here to Train you… and to help you get better.” :dubious:

14

I don’t see it as being unethical. It’s just simply bad customer service. It sounds to me like someone made the decision not in order to lie to the customer, but probably because they didn’t understand the differences within the lower levels of the company. You did what you could. If enough customers complain about the crappy service maybe they’ll change.

15

I would also have a problem with that message. I would not tell someone that I would be returning the call if it wasn’t true. I’d insist that I be allowed to rephrase it.

As a customer, when I deal with insurance matters, I keep notes about the time and date of the call and who I spoke with and what they said. So if I fail to hear from anyone by 4 the next day, it’s Rachel that I’m going to be pissed at.

It’s just stupid. Tell the customer the truth.

16

This sounds like someone higher up doesn’t even know how your department works. I can’t imagine that they’d intentionally want to mislead customers in this way. I can’t see how the company could benefit from it even if they didn’t care about the ethics.

That said, you’ve brought the problem to the attention of your boss so I don’t know what else you can do.

Your boss does know that you aren’t able to return the calls, right?

17

I may be awfully stupid here but I am puzzled.

If the inbound call center reps do not ever place outbound calls why do they have voicemail at all?

How does the situation come about that an incoming call is directed to an engaged line?

I have never come across a situation like this with any modern phone queuing system other than IVR systems that allow you an option to request a callback rather than waiting. But even those systems don’t first direct you to the line of someone who can’t take your call.

18

I’m with this.
It may not be unprofessional or unethical. You don’t know all of the circumstances related to it, except for the “I’ll be the one…” aspect. And, that being said, it doesn’t seem too egregious to do the last part. Nobody cares if *you *are the one doing the call return, and it isn’t an unfair inducement. I would go with recording same, and forgetting about it. What disservice has been done? Everybody calling in knows that a promise for a return call is generally a 50-50 proposition.

So, to answer your question: I think you are really, really blowing this thing up. It isn’t even a molehill, and you are making it into a mountain.

19

What happens with the voicemail once it’s left? If you automatically forward it on to the claims department, it’s no big deal - it likely helps them call back without making a cold call. If it just sits in your inbox and you delete it, it’s a stupid decision on management’s part that, as you said, is bound to increase customer dissatisfaction. If that’s the case, it probably demonstrates management’s lack of understanding of your department’s processes (you’re not allowed to make inbound calls) rather than an ethics violation.

You’ve done all you can do; now you just have to let nature take its course and hope that the natural consequences of said dumb decision filter upward quickly. In the interim, ask your manager to provide you with backup scripting on ways to deal with irritable customers, plus policies and procedures for call management.

As someone who develops tools and a service delivered primarily in a call center environment, I know that most of upper-level management has absolutely no idea how their call center processes work, especially when multiple call centers are involved. One of the quickest ways, too, to get something done is for the supervisor of the call center to have to deal with the calls themselves; if too many calls require supervisor intervention, they’ll start squeaking to upper management.

20

What did you do with those few voicemails? If you forwarded them on to some other employee who could return the call, then I think the only issue here is one of wordsmithing, not of ethics.