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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:
NextFriYAY · 08/07/2024 17:32

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines. Previously banned poster.

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

GoingOnABeachHunt · 08/07/2024 17:30

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines. Previously banned poster.

NewName24 · 08/07/2024 17:25

Next, if you can't hear the agent due to background noise, you are allowed to say "I'm sorry, I can't hear you clearly, I'll have to phone back to see if I can speak with a different agent"

But after going through 6 menus and having already been on hold for 20mins, I doubt if any of us would want to do that.

LookItsMeAgain · 08/07/2024 17:20

Firstly the dog may not have belonged to the agent that you were dealing with on the phone.
Next, the agent is allowed to work remotely and probably had a window open for fresh air (which is why you kept hearing the dog barking)
Next, if you can't hear the agent due to background noise, you are allowed to say "I'm sorry, I can't hear you clearly, I'll have to phone back to see if I can speak with a different agent"
That's basically the sum of it from what I can see.

cobden28 · 08/07/2024 17:19

It could be that the person you were put through to was actually working from home. But as a dog owner myself I would find it extremely annoying to have to hold a telephone conversation with a barking dog in the background; the dog in question needs proper training.

NewName24 · 08/07/2024 17:18

NeverDropYourMooncup · 08/07/2024 16:03

Might be an office where a customer has come in person (we had those sometimes, no matter how much we didn't want them) with a pet, could be an assistance dog alerting or just somebody trying to get by.

Don't think it's worth getting somebody fired for, really. But I use email due to wanting an audit trail for anything financial.

In any of those circumstances, they wouldn't get fired though, would they ?

I agree with the OP. If you are being paid to wfh, you need to make the arrangements for that to be done in a professional way, which does not include hearing family member , or pets, or people washing up, etc., on your call.

HowIrresponsible · 08/07/2024 17:17

Aaron95 · 08/07/2024 15:48

What environment are you concerned about? Someone working in their own home?

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Yes. God.knows who is listening.

In my office only other employees can over hear me and they are bound by the same confidentiality I am.

Sethera · 08/07/2024 17:15

Call centre workers are paid so little and take so much abuse from customers that employers have to offer every incentive they can (bar the unthinkable of paying them a decent wage 🙄) to attract and retain them. If you don't like them working from home, go and get a job inside a call centre yourself.

Citrusandginger · 08/07/2024 17:06

I work from home and don't think this is acceptable. In a previous job, I had to confirm I had a separate room to work in and couldn't be overheard.

I would complain and ask the company to review the tape. As PP have said, noisy dogs need to be elsewhere.

OhHelloMiss · 08/07/2024 17:06

Bluevelvetsofa · 08/07/2024 15:54

I wonder if call handlers are distracted by what’s going on around them when they’re wfh and I would imagine a frequently barking dog would be distracting.

Yep!

Very unprofessional

OhHelloMiss · 08/07/2024 17:05

ScholesPanda · 08/07/2024 15:52

You'll get flamed OP, but I'd be annoyed if a company can't deliver a professional service.

All you can do is complain though.

Yes this!

SmallGreatThings1 · 08/07/2024 17:04

thisfilmisboring123 · 08/07/2024 16:56

Because quite clearly a dog doesn’t need anywhere near the amount of attention a small child does??

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Let’s say someone is in the house looking after the small child. But the loud crying is still audible to the person on the phone. People would be up in arms about it.

ShouldhavebeencalledAppollo · 08/07/2024 17:00

Arewealljustloosingtheplot · 08/07/2024 16:47

If they didn’t that would be a huge problem at my place and would lead to dismissal.

information security is really important. We have incredibly strict rules and so we should.

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Yes and plenty of people are dismissed, in call centres, for that reason. Once they are caught.

thisfilmisboring123 · 08/07/2024 16:56

SmallGreatThings1 · 08/07/2024 16:53

How is it not? I don’t mean a child talking. But a child crying vs a dog barking. Neither should be there if a person is unable to work without them being loud. Doggy daycare or nursery.

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Because quite clearly a dog doesn’t need anywhere near the amount of attention a small child does??

Phoebefail · 08/07/2024 16:56

Given all the fuss insurance companies make when you claim, they try to wriggle out of contracts for the slightest error in applications. I would be very concerned about my request being accurately recorded. Dogs, cats and children can all be distracting.
It is not the OP's intention to get the worker sacked, she only wants the company to be more professional.

SmallGreatThings1 · 08/07/2024 16:53

tomketchup · 08/07/2024 16:38

it isn’t
so best to ignore that poster

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How is it not? I don’t mean a child talking. But a child crying vs a dog barking. Neither should be there if a person is unable to work without them being loud. Doggy daycare or nursery.

namechangetheworld · 08/07/2024 16:52

I bloody hate dogs and still couldn't bring myself to be arsed about this.

Soontobe60 · 08/07/2024 16:50

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’s going to sell her details to the highest bidder 🤣

Demonhunter · 08/07/2024 16:49

Why is everyone sp fast to want to complain about really trivial things and risk getting employees into trouble!

I've heard barking dogs and kids playing before and a crash bang which was apparently a mischievous cat. I always reassure them it's fine as they tend to be stressed at the noise and use it to fill silences if systems are slow.

Just chill OP, some people NEED to wfh in order to work and not everyone is privileged enough to have a dedicated home office space so there may be background noise.

Soontobe60 · 08/07/2024 16:49

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’s going to sell her details to the highest bidder 🤣

Randomsabreur · 08/07/2024 16:48

I'm also pretty sure that some offices are close to schools/nurseries in urban areas (definitely around my work) and those are pretty noisy too!

thisfilmisboring123 · 08/07/2024 16:48

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 think you’d be surprised how many companies/organisations allow wfh…
Most banks along with DWP depts for example all having access to a lot of personal info

Arewealljustloosingtheplot · 08/07/2024 16:47

ShouldhavebeencalledAppollo · 08/07/2024 16:45

Do you believe they all stick to it?

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If they didn’t that would be a huge problem at my place and would lead to dismissal.

information security is really important. We have incredibly strict rules and so we should.

Randomsabreur · 08/07/2024 16:46

Might not even be her dog... Neighbour, outside the office...

I've had a noisy demonstration with whistles and drums circle my office before now...

ShouldhavebeencalledAppollo · 08/07/2024 16:45

Arewealljustloosingtheplot · 08/07/2024 16:11

Because everyone is contracted to work there and has made certainly agreements in how they will use, store and discuss information. that is basic stuff.

the dog is really the least of the issues here!

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Do you believe they all stick to it?

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