Re: Want to increase your personal call stats? @x 7
I sacked people who were taking the piss by dumping customers calls, muting customer calls, placing customer calls on hold, or cutting customers off unreasonably. They were being paid to do a job, and they weren't doing the job - and at the same time were destroying our reputation with customers. Kicking out the bad apples was essential.
One of the worst was an immigrant/refugee chap who thought falling asleep mid-call was perfectly acceptable. I gave him a bollocking the third time I caught him asleep, and he walked out on the spot. Good riddance. I later saw him on BBC TV Question Time complaining about racial discrimination at work........I really wish the lazy fecker had tried to sue us for that.