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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:
Beezknees · 08/07/2024 16:13

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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Well yeah, they do. Doesn't mean they follow the agreements though.

Most big companies have WFH nowadays. All energy companies do.

IncompleteSenten · 08/07/2024 16:13

If background noise means you can't hear properly then that's not on. I'd raise it as feedback.

It would have been ok to say I'm struggling to hear you over your dog barking. I'm OK to wait a minute while you put it in another room.

Arewealljustloosingtheplot · 08/07/2024 16:11

Beezknees · 08/07/2024 16:10

Why do you think your personal information is safer in a call centre than a home?

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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!

Piffle11 · 08/07/2024 16:10

I get it, OP. I was having a hell of a time trying to sort out a social worker visit for my SEN DS - kept getting voicemail. Eventually someone picked up, and the man who answered the local council number just said, ‘hello?’ … I thought I’d typed in the wrong number and got a residential address. But it was the right number. He did manage to help me, once he’d muted the TV: I could hear The Big Bang Theory theme tune.

Beezknees · 08/07/2024 16:10

Arewealljustloosingtheplot · 08/07/2024 15:52

you've assumed that no one else was there! Anyone could have been there.

At my place of work no one with access to personal information is allowed to wfh. And we are not allowed to discuss certain things on calls and we are absolutely not allowed to do meetings from cafe etc

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Why do you think your personal information is safer in a call centre than a home?

Freysimo · 08/07/2024 16:10

RubySloth · 08/07/2024 15:43

It is a big deal, when you can't hear clearly

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Absolutely it is. What about elderly/hard of hearing?

MonsteraMama · 08/07/2024 16:10

I worked in a call centre for a healthcare service for a bit, calls were all recorded and management went through and picked calls at random to audit. We'd get pulled up if there was excessive background noise. I assume it's much the same in any call centre environment. If her dog is barking in a lot of her calls she'll likely get pulled up on it eventually.

Arewealljustloosingtheplot · 08/07/2024 16:09

tomketchup · 08/07/2024 16:07

apt user name there

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🙄

Cyclebabble · 08/07/2024 16:08

I work for a large insurer. Most of our call centre staff these days work at least some of their time from home. A big change since covid and really now necessary otherwise we would not retain staff. We do apply clear conditions which would include noise levels and we do monitor calls, so if this is a persistent issue then it will be picked up and dealt with. However, at a human level personally whilst it is not ideal I am not sure personally I would not have seen this as a major issue.

Rosecoffeecup · 08/07/2024 16:08

The last insurance company I worked for had customer service reps WFH long before covid and I expect it's for more prevalent now like it is for many industries.

The dog barking is annoying but probably no different to the absolute racket you get in many offices

Whattodo1610 · 08/07/2024 16:07

I would be a bit put out by the whole experience tbh. As for the ‘large insurance company’ tolerating it - if no one has complained then they won’t even know about it.

tomketchup · 08/07/2024 16:07

Arewealljustloosingtheplot · 08/07/2024 16:05

I love how many ‘origional’ hillarious people haven’t read the thread!

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apt user name there

Arewealljustloosingtheplot · 08/07/2024 16:05

GalileoHumpkins · 08/07/2024 16:02

The dog is unlikely to repeat any sensitive info.

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I love how many ‘origional’ hillarious people haven’t read the thread!

Epicaricacy · 08/07/2024 16:04

JacquesHarlow · 08/07/2024 16:00

It’s incredible how many people are willing to practice cognitive dissonance to make the OP feel bad about correctly raising this issue

the call couldn’t be properly handled because of repetitive and excessive noise from a home worker’s environment

DOES IS MATTER that it is a cute little doggie? No!

No but it's boring to see WFH blamed for everything.

The call handler I was connected to was obviously WFH because of a dog barking? Is that all? Do you really believe all call centres are in high rise, open plan, offices in industrial estate or something?

MimitteAndElsaGoToSwitzerland · 08/07/2024 16:03

JacquesHarlow · 08/07/2024 16:00

It’s incredible how many people are willing to practice cognitive dissonance to make the OP feel bad about correctly raising this issue

the call couldn’t be properly handled because of repetitive and excessive noise from a home worker’s environment

DOES IS MATTER that it is a cute little doggie? No!

I don't especially like dogs. But I have worked on the phones before. The expectations of some customers are ludicrous. I'm quite sure the call handler would have thought of just not having a dog barking if there was something she could do about it.

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.

GalileoHumpkins · 08/07/2024 16:02

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?

The dog is unlikely to repeat any sensitive info.

tomketchup · 08/07/2024 16:01

JacquesHarlow · 08/07/2024 16:00

It’s incredible how many people are willing to practice cognitive dissonance to make the OP feel bad about correctly raising this issue

the call couldn’t be properly handled because of repetitive and excessive noise from a home worker’s environment

DOES IS MATTER that it is a cute little doggie? No!

relax

the change was made. No biggie

JacquesHarlow · 08/07/2024 16:00

It’s incredible how many people are willing to practice cognitive dissonance to make the OP feel bad about correctly raising this issue

the call couldn’t be properly handled because of repetitive and excessive noise from a home worker’s environment

DOES IS MATTER that it is a cute little doggie? No!

ilovesooty · 08/07/2024 15:59

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.

I agree. It's not a professional service and you have grounds for complaint.

I did an insurance renewal by phone this morning. There was no background noise and I have no idea whether the handler was WFH or not.

NewName24 · 08/07/2024 15:59

MimitteAndElsaGoToSwitzerland · 08/07/2024 15:49

Of course it's acceptable. What do you want her to do? Turn the bark off on the dog?

Put the dog in another room if it is prone to bark when a customer is trying to hear the information being given.

Original poster
Harvestfestivalknickers · 08/07/2024 15:57

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.

Thanks, I thought it was really unprofessional too, having to repeat things multiple times because of a dog barking.

OP posts:
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.

PizzaPowder · 08/07/2024 15:54

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'm sure the dog is up to speed on GDPR 😀

Arewealljustloosingtheplot · 08/07/2024 15:53

Aaron95 · 08/07/2024 15:48

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

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Yes and the other people there who are not bound by contracts etc. anyone could be listening.

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