Do you think this is bad office etiquette?

[Rollerbird]

In a small call centre to talk negatively or condesendingly about a customer after a call.
I know we all might want a little moan if we've had a bad call, but do you think this can add to a bad culture in terms of acceptance of generalised negative talk about certain groups of people? (even though the person they are talking about is not there)
Do you think it is acceptable to call someone out on this?

People might need a debrief but it's so rude and risky if customer is still on the line or someone else over hears

Customer not still on the line but I felt like it wasn't acceptable as it could have offended others as a general comment about a 'group' and opens up the acceptance of such thoughtless throw away comments

Depends on if they were racist/sexist

Depends exactly what was said. I used to work in a bank’s complaints dept and the abuse we got over the phone sometimes was so awful it was helpful to have a little rant after sometimes to others that understood.

As long as the call was 100%, absolutely disconnected and the comments weren’t racist or homophobic etc I’d almost expect it.

There’s people who think that they can talk to call centre workers like a bit of shite on their shoe. I remember doing some training when I worked for a bank call centre and being told that it took the average worker 10 calls to mitigate the effects of 1 bad call. It was true, and the dark humour and jokes that we made between calls was a response to dealing with dog’s abuse.

Moaning and bitching about customers happens in every workplace at break time. It is an important coping mechanism whereby the older hands will suggest ways and means of managing the situation. So long as you dont publish it on social media or allow the customers to overhear. I could write a book about my adventures in online selling and the antics of some customers.

I think lumping groups of people together and bitching about the whole group is shaky ground.

I've worked in a call centre and newer people always wanted to talk about the calls. The response I always remember from a colleague is "I work in the same place as you and take the same calls. The calls do not make an interesting topic of conversation". So yes, it's bad but mainly because it's boring not because it's rude.

The response I always remember from a colleague is "I work in the same place as you and take the same calls. The calls do not make an interesting topic of conversation"

I would remember that response too - because it's very odd one!! People don't discuss the calls to make interesting conversation, they do it to let off steam, or to get some advice. Your colleague sounds like a barrel of laughs.

@Rollerbird
@Sparklingbrook

Sparkling it right.
What was said ?

Was it racist or sexist or??!!

Ageist I suppose you could say. And it wasn't a 'bad' call. So not letting off steam per se. We are an advice centre rather than a sales environment although we have our share of unhappy customers.
I think it was probably expected and fine from everyone's responses and I'm overreacting!

"generalised negative talk about certain groups of people?"

Is the group people with a specific characteristic, for example one listed in the equality act?

(age;
disability;
gender reassignment;
marriage and civil partnership;
pregnancy and maternity;
race;
religion or belief;
sex;
sexual orientation)

I felt like it wasn't acceptable as it could have offended others as a general comment about a 'group'

I'm getting the sense from you that this might have a racist, ageist or xenophobic remark, in which case it wouldn't be acceptable.

As pps have said, a moan about an individual customer is a normal way of letting off steam/sharing coping strategies.

Hi OP - I do think this is unacceptable behaviour / etiquette. It doesn't matter what 'type' of group the person was referring to, I would have thought it was rule #1 in any size of call centre not to openly voice negative, disparaging, or condescending opinion. Doing this risks prejudicing their colleague's opinions (affecting how they then handle calls) and other callers could hear. I know that I have heard background chat during a call centre conversation. Either of those situations risks damaging the company's reputation and revenue. The later of which affects jobs. Perhaps a call centre is not for this person if theu are going to bitch about calls or groups of customers.

I think you’ll have to state exactly what was said OP.
It’s fine IMO to have a rant about the last call especially if you were getting yelled at relentlessly but not if you are involving ‘groups’ or being racist/ageist etc.

I dont think its that bad. It's human nature. I deal with people on the phone sometimes and im often so shocked by their entitlement and rudeness that i have to have a ten second "what the hell!!" after the conversation.

We’re very tough on this, customers are our lifeline……we don’t tolerate bad mouthing them no matter how challenging. It also sets a poor example to new starters.

It’s useful to warn other staff that if that customer rings back then they’ll get a hard time.

If the group were vulnerable/ additional needs/ disabled or the tone was racist/ sexist or homophobic then no, it is not suitable in a workplace.

If we didn't vent about certain calls/ customers we would have more break downs! I have ended up in tears after some calls, absolutely offensive personal attacks, that are somehow in the customers mind acceptable - btw I have a very thick skin normally but it is the one thing about working from home that I don't like, no one is aware you are having a 'difficult' call until afterwards, in the office would be getting moral support during as it would be overheard

@Sparklingbrook

I think you’ll have to state exactly what was said OP. It’s fine IMO to have a rant about the last call especially if you were getting yelled at relentlessly but not if you are involving ‘groups’ or being racist/ageist etc.

Agree with this

Exactly, and where I work, we are not allowed say we are understaffed as the people we serve may lose faith in us, so instead we have to tolerate them thinking we're lazy or shit. It is a ridiculous and unfair situation. I know id rather just know that my case was in a queue and would be dealt with.

I think having a moan if the caller's behaviour has been difficult is fine.

Moaning about personal characteristics of callers or ridiculing callers them after s call just to get a laugh is definitely not ok, especially if it I'd done after a lot of calls. It creates a negative atmosphere in a work environment where the atmosphere should be one of positive interactions with other people whenever possible.

Obviously if the caller was rude or unreasonably demanding it is fine to complain about the behaviour, just not personal characteristics

If it was anyone dealing with my mother by phone, then they are welcome to moan about her!! She is generally polite, but relentlessly demanding and in need of spoon feeding and unable to let anything go. How anyone manages her is beyond me!

I think having a moan if the caller's behaviour has been difficult is fine

I agree. Plus if any newbies are listening then it's good for them to know that they might get some difficult calls. (Although the new starter online training package about managing confrontation would be a clue!).

These sort of conversations about difficult calls would also take place in the staff canteen.