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Original poster

Call Centre - put through to handler WFH

190 replies

Harvestfestivalknickers · 08/07/2024 15:38

Just had to renew my insurance today. I needed to make a small amendment so rang their call centre. The call handler I was connected to was obviously WFH. I gave her my details but she had to clarify them several times as there was what sounded like a dog barking. The line was so bad she said she'd call me back. She did so but the barking continued. I made the comment that the line was still really bad and I could hear a dog barking. She didn't respond to that but carried on talking. As she came to the end of the call, the dog started barking quite clearly again. I was surprised that a large insurance company would tolerate this, surely this isn't acceptable, calls are recorded aren't they?

OP posts:
MimitteAndElsaGoToSwitzerland · 08/07/2024 18:14

Hateam · 08/07/2024 17:50

That sounds unbelievably easy to fake.

Many WFHers are actively looking for ways to fool their managers.

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Evidence for this claim, please.

TorturedPoetsDepartmentAnthology · 08/07/2024 18:05

I work at home with a dog who may bark. I go into another room to make important calls. I give him a doggy puzzle toy or something to occupy him. It isn’t ok to have a dog barking so loudly on a call. I wouldn’t complain but I’d be unimpressed. It’s ridiculous!

Ottervision · 08/07/2024 18:04

taxguru · 08/07/2024 17:52

I have lots of experience of call centres. I ring them every single day with work, whether HMRC, local councils, insurance firms, banks, etc. Barking dogs, door bells ringing, children crying is far too common, as are poor telephone/internet lines, etc. What is also very common is them not doing what they say they will, meaning having to call back again after x days/weeks when it's clear they've not done what they were asked to do (no doubt because they were distracted!).

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To be fair that's always happened. That's not a wfh phenomenon. Also in call centres you can often hear the 5 other people who are sat inches away from your call handler talking and in all honesty I'd prefer the dog

AstonMartha · 08/07/2024 17:59

TwattyMcFuckFace · 08/07/2024 15:50

Yes, barking dogs are well known for giving out personal information.

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That’s what he was barking at.

foothandmouth · 08/07/2024 17:57

KarenOnTour · 08/07/2024 15:41

Sorry you were offended by a barking dog

Its really not a big deal - flexible working.

To be fair it's very unprofessional

Ottervision · 08/07/2024 17:56

Arewealljustloosingtheplot · 08/07/2024 15:45

I’d say it’s more of a big deal that all your personal information is being accessed and repeated in this environment?

I don't think the dog will tell anyone.

thisfilmisboring123 · 08/07/2024 17:56

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Goodness me, what a thoroughly unpleasant attitude.

rwalker · 08/07/2024 17:55

I would of hung up and rung back to get someone else

NextFriYAY · 08/07/2024 17:55

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I just find that attitude towards someone trying to earn a living to be unpleasant.

taxguru · 08/07/2024 17:55

LeggyLinda · 08/07/2024 17:34

Was it Churchills?

I had to make a total of 23 calls to Churchill when a moronic neighbour left her handbrake off and it rolled down her drive and wrote off our car! It was her insurance firm, and they were an absolute nightmare to deal with. Never ringing back when they promised, never paying out the amount/timing promised as final settlement, never organising the hire car they promised. I'd not touch them with a bargepole for my own insurance after that fiasco.

GoingOnABeachHunt · 08/07/2024 17:53

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taxguru · 08/07/2024 17:52

thisfilmisboring123 · 08/07/2024 17:45

Something tells me you don’t have experience of call centres. Agents are heavily monitored.

Also, a proportion of them? Based on what, one bad call to HMRC when the agent was just about to finish their shift. They won’t be doing that regularly for long and getting away with it.

Honestly, some right moaning bastards on here, it’s just a dog barking.

Actually find it worse when you can hear the other agents in the call centre speaking to other customers.

Show quote history

I have lots of experience of call centres. I ring them every single day with work, whether HMRC, local councils, insurance firms, banks, etc. Barking dogs, door bells ringing, children crying is far too common, as are poor telephone/internet lines, etc. What is also very common is them not doing what they say they will, meaning having to call back again after x days/weeks when it's clear they've not done what they were asked to do (no doubt because they were distracted!).

Hateam · 08/07/2024 17:50

NextFriYAY · 08/07/2024 17:48

Because, as others have said, WFH contact agents have to have video calls with their managers to show they can work in a room with a closed door that no one else is going to come in during the day. If this isn’t available to them, they have to work in the office (in my place of work).

Show quote history

That sounds unbelievably easy to fake.

Many WFHers are actively looking for ways to fool their managers.

NextFriYAY · 08/07/2024 17:48

Hateam · 08/07/2024 17:41

I'm moderately deaf and might struggle. I wouldn't find that acceptable.

Also, lots of posters have commented oh-so- wittily on the dog over-hearing. How can you be sure the call handler was not living in a flat share with other people coming and going?

Edited

Because, as others have said, WFH contact agents have to have video calls with their managers to show they can work in a room with a closed door that no one else is going to come in during the day. If this isn’t available to them, they have to work in the office (in my place of work).

Toddlerteaplease · 08/07/2024 17:47

Arewealljustloosingtheplot · 08/07/2024 15:45

I’d say it’s more of a big deal that all your personal information is being accessed and repeated in this environment?

We had major concerns about this during lockdown. When discussing child protection, with social
Workers working from home. Who else was in the room.

TherebytheGraceofGodgoI · 08/07/2024 17:47

I phoned social services just after 9am to report an incident involving a vulnerable adult. I went through to a worker WFH who was obviously sleeping in bed when I rang and took a good few minutes to come round! Not a good impression.

thisfilmisboring123 · 08/07/2024 17:45

taxguru · 08/07/2024 17:32

I once ended up phoning HMRC in the evening and obviously answered by someone WFH as you could hear the TV in the background playing the Eastenders theme tune! She clearly wasn't concentrating on the call as I had to repeat myself several times. In the end, she didn't do what I asked for anyway, despite promising she would, so after a couple of weeks, I had to phone them again, wasting even more of my time!

I think WFH staff need far more/better supervision and management, i.e. more random reviews of phone recordings, more importance to complaints, etc. As it is, a proportion of them are taking the piss and management don't seem to care! It's ruining the whole thing for WFH staff who are diligent.

Something tells me you don’t have experience of call centres. Agents are heavily monitored.

Also, a proportion of them? Based on what, one bad call to HMRC when the agent was just about to finish their shift. They won’t be doing that regularly for long and getting away with it.

Honestly, some right moaning bastards on here, it’s just a dog barking.

Actually find it worse when you can hear the other agents in the call centre speaking to other customers.

Hateam · 08/07/2024 17:41

I'm moderately deaf and might struggle. I wouldn't find that acceptable.

Also, lots of posters have commented oh-so- wittily on the dog over-hearing. How can you be sure the call handler was not living in a flat share with other people coming and going?

Cantgetausername87 · 08/07/2024 17:41

Yeah complain, get your £50 compensation and make life a lot harder for that person. Call centres are notoriously noisy and even if not WFH you can have a bad line / background noise.
Also, no concerns with GDPR WFH, just as concerning in a busy noisy office- anyone could write your details down and do whatever with them.
So I would complain, I wouldn't be outraged I'd just move on ...

NextFriYAY · 08/07/2024 17:37

Beezknees · 08/07/2024 17:34

Agreed, I don't think it's great form to have a barking dog while wfh to be honest but I couldn't imagine being so uptight and miserable to make a formal complaint.

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Absolutely. All the OP (or similar) needs to say is ‘I’m so sorry, it’s hard to hear you over the dog - any chance you could move away / move it away’. Really straightforward solution to the issue.

thisfilmisboring123 · 08/07/2024 17:35

LeggyLinda · 08/07/2024 17:34

Was it Churchills?

😂😂

LeggyLinda · 08/07/2024 17:34

Was it Churchills?

Beezknees · 08/07/2024 17:34

NextFriYAY · 08/07/2024 17:32

Urgh. And potentially getting a close to minimum wage earner bollocked or fired. Over a barking dog. Too petty for me.

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Agreed, I don't think it's great form to have a barking dog while wfh to be honest but I couldn't imagine being so uptight and miserable to make a formal complaint.

Beezknees · 08/07/2024 17:33

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Oh get a grip.

taxguru · 08/07/2024 17:32

I once ended up phoning HMRC in the evening and obviously answered by someone WFH as you could hear the TV in the background playing the Eastenders theme tune! She clearly wasn't concentrating on the call as I had to repeat myself several times. In the end, she didn't do what I asked for anyway, despite promising she would, so after a couple of weeks, I had to phone them again, wasting even more of my time!

I think WFH staff need far more/better supervision and management, i.e. more random reviews of phone recordings, more importance to complaints, etc. As it is, a proportion of them are taking the piss and management don't seem to care! It's ruining the whole thing for WFH staff who are diligent.

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