While I'm on the subject of complaints about call centre workers (posting all over the place about this today) I wondered if anyone knew a good way to make a complaint without hurting the individual worker involved.
I think todayis only the second time I've complained (and I make a lot of calls), it isn't something I do lightly. I did however recently suggest my mother make a complaint. She called her gas company and spoke to an absolutely lovely woman who gave her completely incorrect information. Had my mother relied on this information and not on me she would have had a substantial financial loss. We really don't blame the woman who was obviously trying to help (and went above normal "good" service to try and do so), but she obviously was not properly trained and kept up to date.
We feel a complaint should be made because if the incorrect advice is given to others people will lose out - and (because of the issue involved) they'll be very vulnerable people. But we really don't want to hurt the individual worker. While the complaint would be about the need to train and would emphasise that the women was helpful most companies don't take criticism so well and do look to blame the individual for company failures.
The company concerned would know everyone my mother had spoken to (tracked with account number) so it's not like we could just not name the person. An anonomous complaint won't be taken very seriously though.
I suspect this is a no win situation, but any suggestions. Particularly from those who do (or have) worked in call centres.
Victoria J
I think todayis only the second time I've complained (and I make a lot of calls), it isn't something I do lightly. I did however recently suggest my mother make a complaint. She called her gas company and spoke to an absolutely lovely woman who gave her completely incorrect information. Had my mother relied on this information and not on me she would have had a substantial financial loss. We really don't blame the woman who was obviously trying to help (and went above normal "good" service to try and do so), but she obviously was not properly trained and kept up to date.
We feel a complaint should be made because if the incorrect advice is given to others people will lose out - and (because of the issue involved) they'll be very vulnerable people. But we really don't want to hurt the individual worker. While the complaint would be about the need to train and would emphasise that the women was helpful most companies don't take criticism so well and do look to blame the individual for company failures.
The company concerned would know everyone my mother had spoken to (tracked with account number) so it's not like we could just not name the person. An anonomous complaint won't be taken very seriously though.
I suspect this is a no win situation, but any suggestions. Particularly from those who do (or have) worked in call centres.
Victoria J
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