Call Centre - put through to handler WFH

[Harvestfestivalknickers]

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?

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.

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?

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

apt user name there

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.

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

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.

🙄

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.

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

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

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.

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!

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.

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

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

There are plenty of professionals (including medical professionals) who have full access to your records at home so I don’t really see the problem with this.

It's annoying, but as long as she made the change you asked for, I'd say it's excusable.

yes, its terrible.

Totally against GDP-GRRRRRRRRR

Put the dog in another room. The call worker was not being paid to mind their dog.

Well in fairness, mumsnet just handed a poster's arse to them when she said her dd was complained about in McDonald's for not talking to the customer face to face.

Working in customer services, you need to pay attention and have a quiet workspace at home. A barking dog, though probably can't be helped, should not be present if you need to work on the phone.

Our call centre works from home twice a week. Ideally you wouldn’t have dogs barking but life happens

Working from home is fine-great for me actually, but it's not appropriate if you don't have a suitable environment to work from.

can you link to that thread?

Would people be this blase about it if it was a small child making noise?

i’m guessing @Arewealljustloosingtheplot doesn’t WFH and is green with envy of those that do!