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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To need to leave work on time??

60 replies

elliebo · 30/05/2022 14:05

I work in a call centre for a major high street bank.
I work the late shift, finishing at 10pm. Currently on waiting list to change to working the earlier shift, but could be months.
Call centre located in very rough area. Husband comes to collect me as I don't drive (epilepsy) and the night time public transport is a nightmare.
Trouble is, I can often be still stuck on a call from a customer at 10.10 or 10.15pm. All calls are recorded, so have to read from tedious script and not "skip" any bits of it.... 9 times out of 10, the customer will be complaining about charges, interest calculations etc and will have already had an answer from me and a full explanation. They just want to stay on phone moaning..
Meanwhile, my husband is waiting outside in a really dodgy area at 10.15pm wondering where the hell I am and why I'm not out of work.
I've raised this with my manager multiple times, I blagged a bit and said I need to get out on time because of "caring responsibilities" at home but manager just said bad luck if a customer calls at 9.59pm just as I'm all ready to shoot out of the door! Any other call centre workers share my frustrations?
All I'm asking is to get out of work on time, not for anything else.
Of course, could understand if I was working for the emergency services or other sort of "expect the unexpected" kind of life and death type job... but a call centre?
Any tips for getting out on time?

OP posts:

DSGR · 30/05/2022 14:10

I’ve done these call centre jobs and I think this is just how it is, it’s the same in many jobs, leaving bang on time is hard.
if your husband is in a locked car he’s unlikely to come to harm in the 15 mins he’s waiting for you. Could he come at 10.10pm
if he’s worried?
Sorry but I think you either need to suck it up or look for another job

OurChristmasMiracle · 30/05/2022 14:12

Are you being paid for the extra time worked?

balalake · 30/05/2022 14:16

Could you agree to be met at 1015pm and be in the building until then? Even if you have finished.

Freddiefox · 30/05/2022 14:16

I don’t think there is much you can do, but I do think it’s terrible that they show such little care for their staff. They should stop calls at 9.50 so this doesn’t happen.

Freddiefox · 30/05/2022 14:17

Are you being paid?

dumdumduuuummmmm · 30/05/2022 14:21

Just don't answer the call that comes at 9:59. Shuffle papers or go to the loo

araiwa · 30/05/2022 14:30

Tis the nature of the beast

I'm surprised you haven't worked out the 'techniques' yet for not getting calls at 9.59

trussedchicken · 30/05/2022 14:30

I used to hate this. Would sometimes be stuck on a call to someone up to 20min or so after finish time. Luckily mine was 5pm, not 10pm! And to those asking, no you don't tend to get paid for this. Not where I was, anyway. And we were expected at our desks by 8.45am to ensure systems were up and running so we were ready to receive calls bang on 9am. Weren't paid for that either. But God forbid you were a minute late back from you lunch break! This was a few years ago now, when I was less assertive. I wouldn't stand for it now.

I agree with a previous poster, maybe agree with your husband to pick you up no earlier than 10.15pm. And keep on at the management that it's unacceptable. Keep a log of how many extra minutes you work each day, week, month and tell them they either need to pay you for this, or make sure you're able to leave on time. Easier said than done I know. Good luck.

Or just look for a new job. I don't miss my call centre days in the slightest!

araiwa · 30/05/2022 14:31

dumdumduuuummmmm · 30/05/2022 14:21

Just don't answer the call that comes at 9:59. Shuffle papers or go to the loo

Getting fired is certainly one way to avoid working late...

MumOfThreeNotTwo · 30/05/2022 14:31

YABU I'm sorry you need to develop your call control.

Har246 · 30/05/2022 14:41

I know the pain. Husband yworks for a large call centre bank and always finished late!

Alarchbach · 30/05/2022 14:41

Clearly never worked in a call centre then 🙄

Op, I used to try and keep my last call for as long as possible and try and bring it to a close on the finishing time. It wasn’t always possible as it depended on the nature of the call and the time it came through etc but it would work a lot of the time.

Alarchbach · 30/05/2022 14:42

Sorry the never worked in a call centre comment was aimed at mumofthreenottwo.. reply fail!

ComDummings · 30/05/2022 14:45

dumdumduuuummmmm · 30/05/2022 14:21

Just don't answer the call that comes at 9:59. Shuffle papers or go to the loo

And get sacked for call avoidance

BubblesThaDragoon · 30/05/2022 14:45

I hated this when I worked in a call centre. Me and my team started adding up all the extra minutes and requested them as time off in lieu or paid. I left shortly after.

MrOllivander · 30/05/2022 14:48

Freddiefox · 30/05/2022 14:16

I don’t think there is much you can do, but I do think it’s terrible that they show such little care for their staff. They should stop calls at 9.50 so this doesn’t happen.

That won't work though as you can't be open until 10pm and stop calls 10 mins before

SpottyBumPony · 30/05/2022 14:53

I did a stint in a call centre, my friend used to mute calls in the last minute so that the customer would think it was a bad line and hang up (we only took calls from businesses though)

Irishfarmer · 30/05/2022 14:54

I wasn't on the phones but worked in a large bank friends of mine who were on the phones always complained about this. What they would do is try drag the call they were on out until the lines closed by asking is there anything else you need.
I think I'd just start asking DH to collect me at 22.10 and wait inside until he gets there. Frustrating I know, because I'd imagine like my friend she was timed (clock in/ out on computer) for bathroom breaks!!

NannyGythaOgg · 30/05/2022 14:59

Way way back in the 1980s I worked for British Steel - then state owned.

I hated it - I was so bored but everyone else claimed they were overworked.

You were not expected to pick the phone up within 15 minutes of your scheduled lunch break to ensure you were free by then
AND
The switchboard closed half an hour before our closing time so no one was stuck on a call after time and had time to do any paperwork connected with any call. But that was nationalised industry - no accountability with a never empty money pot.

ResentfulLemon · 30/05/2022 15:02

Honestly what do you propose? That the call centre changes it's operating hours to close early to guarantee no customers will be on the phone with you later than 10pm? That you're allowed to just hang up on customers? That you're given special dispensation to log off early increasing the workload on your colleagues?

My husband worked in a call centre. His finish time would at the very least in reality be finish time + 5mins - the absolute worst one when I was picking him up from a less than savoury area at night was 45 minutes over because the customer would not allow for the call to end. Oddly enough being sacked for dropping a call wasn't something he considered.

I agree with others that if your husband is nervous about sitting in a car in a rough area that you agree he collects you no earlier than 15mins post shift finish and you stay in the building until that time.

However, I would also be making sure that those extra minutes you're working don't disappear into the ether - log it every time and ask your manager how the extra time worked is balanced against your scheduled time. Nobody should have to work for free.

Nidan2Sandan · 30/05/2022 15:03

The call that comes in at 9.45pm you drag out!!

Arrange for pick up at 10.15pm

Dixiechickonhols · 30/05/2022 15:06

How much are you paid? If you are minimum wage and you are regularly staying late unpaid then you’ll be dropping below minimum wage. Are you in a union? It’s sort of thing that they would deal with as affects all staff and should be systems in place.

SenoraAveiro · 30/05/2022 15:11

Freddiefox · 30/05/2022 14:16

I don’t think there is much you can do, but I do think it’s terrible that they show such little care for their staff. They should stop calls at 9.50 so this doesn’t happen.

How would that work though? A customer service line that closes at 9.50pm would seem a little strange.

If you're like loads of people in my old team, hit the not ready button a few times 😁

Minniem2020 · 30/05/2022 15:14

We're the same, I work from home for a call centre and often don't get finished on time. And to the poster that says to just not answer the call, our system answers them automatically so that isn't an option.

ChiefWiggumsBoy · 30/05/2022 15:21

"I'm sorry Mr Customer, I feel like I can't really explain this to you in any other way. If you're still not happy I can log a complaint, but otherwise, I suggest we end the call here"
Go into after call work after the end of your last call and stay in it still close. Likely to be pulled up on this if you do it too much

Is this really happening that much though? I used to work in the complaints department for a high street bank and annoying as it was, it was actually rare if it happened.

Can you text your husband at 2145 to let him know if you think you'll be late? Also can you expand a little on the 'rough area' surely this call centre has a carpark he's sitting in?

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