chris_uk
Premium Member
Registered: 8th Jul 03
User status: Offline
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well where to start, this is probably going to be a Paul_J length post so i hope for those who can be arsed are comfortuble...
right, had an investigation today for call avoidence.. for those of you who work in a call centre will know what this is but for those who dont it basically means going out of your way to not take a call.. the further action taken was disciplinary.. this sort of behaviour at ventura is classed as gross misconduct.
now ive got a couple of concerns regarding this first ill tell the story and then express the concerns..
had 1 disciplinary already which got a no further action because of conflicting information from two team leaders..
had 2 written discussions about call avoidence (not enough info to go to investigation)
then this, what happened is i was taking calls up to 3:58pm and finish at 4, now nobody likes to take calls then be stuck on one when you dont get paid overtime unless you have been there for over 15 mins.. we have had a new system put in at work which aparently is fool proof and monitors EVERYTHING you do.. fair enough, i got a call through and my system was all frozen, couldnt do anything so asked the customer to call back then system worked and i logged off and went home..
then the day after i was on my break and came back with 3 mins to go till end of the shift, when we log back on after a crash it can take upto 5 mins so told the TL there was no point but did it anyway.. but apparently the system wouldnt do this its impossible..
now for the two problems above im getting disciplinary for them and there is NO WAY i can prove my case, all they have to go on is the facts and the facts look like ive been purposly looking to avoid calls..
no i do not do this regardless of any other action as it was all dropped and not proved..
now the person taking my disc is the person in charge of the new system and he is the person who is looking after the system...
now as i am so concerned should he be allowed to chair the meeting which his involvement?? the reason i feel strongly about this is because he used to say i was transfering customers incorrectly and it was all down to the agent messing about until i proved him wrong (wasnt a pretty sight) so i know that problems exist with the system but everyone thinks its fool proof.. all the managers are no way tech inclined and they would just say its working regardless..
now my other concerns are that i have a new job going through depending on references from this place.. hopefully they have them already but who knows..
if i hand in my notice would the disciplinary still be counted even tho i dont know the outcome of the meeting (probably firing) ??
and also is it not illegal to manage an employee out of the company??
my TL who really hates me keeps saying to the team that she will manage us out of the company if she has to.. and today in the investigation told me that if it was up to her i woulndt be there... (which i have got in writing and signed)
so to sum up...
TL trying to manage me out of the company, victimising me, work systems down meaning i cant take calls which looks like call avoidence which is gross misconduct..
whats your advice?
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Colin
Member
Registered: 4th Apr 02
User status: Offline
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Sounds like your getting singled out & they dont want you there.
Your job sounds like a headache id quit before they make you jump!!
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chris_uk
Premium Member
Registered: 8th Jul 03
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o you recon that will have any implications on the pending job?
its subject to references and one of the references are here..
can i legally do anything about getting managed out of a company?
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BarnshaW
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Registered: 25th Oct 06
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i work in a call centre, say that you will take calls in future at 3:59pm but you will start to compile reports for extra time you are working and want pay for this, i personally take calls right up to one minute before line closes. just the way it is mate unfortunately. technically customers should be able to get service if they call one minute before likes close.
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Colin
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Registered: 4th Apr 02
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Not sure mate, all depends if they already gave one, which if there being funny with you they might already not have. iirc they cant give a bad reference, just not issue one!
Get someone you get along with to give a reference in future?
If you get fired & you feel youve been done over you can claim unfair dismissal.
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chris_uk
Premium Member
Registered: 8th Jul 03
User status: Offline
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quote:
Originally posted by BarnshaW
i work in a call centre, say that you will take calls in future at 3:59pm but you will start to compile reports for extra time you are working and want pay for this, i personally take calls right up to one minute before line closes. just the way it is mate unfortunately. technically customers should be able to get service if they call one minute before likes close.
thing is i ALWAYS will take the call even if its after 4pm which i have done before, these were genuine system problems out of my control but how can i prove it?
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Colin
Member
Registered: 4th Apr 02
User status: Offline
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Do they not log system downtime?
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chris_uk
Premium Member
Registered: 8th Jul 03
User status: Offline
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well they did but n this new system there shouldnt be a time where the system is down as you only get a call if the system is working, but the problem i had is that the call before ended and i clicked clse then started loading and causing a right fuckup, cust came through and then i told em it was down..
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Colin
Member
Registered: 4th Apr 02
User status: Offline
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Fuck knows then, it sounds a bit of a headache to me! 
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chris_uk
Premium Member
Registered: 8th Jul 03
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but its a very new system so i know its going to have flaws.. its just making it so they understand.
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Eck
Premium Member
Registered: 17th Apr 06
Location: Lundin Links, Fife
User status: Offline
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Are you a part of a union? If so, then that will help your case immensly! But try and get the team leader who said not to go back on to go in with you and plead your case!
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Andy Stocker
Member
Registered: 31st Aug 00
Location: Herts Drives: Porsche 911
User status: Offline
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Is this Ventura Distribution?
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Jambo
Member
Registered: 8th Sep 01
Location: Maidenhead, Drives: VXR Arctic
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sounds like the usual companies trying to get people to work for free 
Sack it off, get a new job.
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chris_uk
Premium Member
Registered: 8th Jul 03
User status: Offline
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quote:
Originally posted by Andy Stocker
Is this Ventura Distribution?
its ventura yea.
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chris_uk
Premium Member
Registered: 8th Jul 03
User status: Offline
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quote:
Originally posted by Jambo
sounds like the usual companies trying to get people to work for free
Sack it off, get a new job.
well ive already got one but didnt want to let this effect the new job.
i think this is what has brought it along tbh, i said i was going to move and be on more money etc and really enjoy my new place.. shes the type of person to try fuck you up as much as possible..
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Ian
Site Administrator
Registered: 28th Aug 99
Location: Liverpool
User status: Online
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Tell the guy his system is crap and that you're happy to chat smalltalk to customers while getting paid if you need to wait for it.
Or be honest and tell them you're already leaving, and that they should give you a good reference to ensure that this happens. Sounds like they all want you out so it shouldn't be too hard to have that go OK.
Ultimately if they are so strict with the rules and you broke them then that is your problem. It's just a shame that everyone in your position doesn't leave because you would actually cost the company money in staff turnover and they would have to change their ways. As it is, unless you fancy making a fuss for years to come about nothing in the vein hope of winning some sort of industrial tribunal then I would go to your new job, hopefully with the reference that will get you there.
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Russ
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Registered: 14th Mar 04
Location: Armchair
User status: Offline
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if they want you out the company, your reference will basically guarantee the other company a blow job from yourself. when we want rid of somebody, there reference glows
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Jamie
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Registered: 1st Apr 02
Location: Aberdeen
User status: Offline
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Sounds like they could try make an example of you with this new system
Contact the new place you applied to and just say your following up from your interview, unless they have stated they are hiring you as you mentioned references being checked.
Helpdesk / call centres are a nightmare. I did 2 months on a IT helpdesk on my placement and it was hell.
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Adam-D
Member
Registered: 11th May 02
Location: Cheshire
User status: Offline
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similar situation, i think ive "outgrown" my position and been getting random warnings all over the place. for stuff that if other ppl did what i did it would go unquestioned, so i feel like im being pushed out.
i need to start looking for a new job asap
also the reason why im selling my car, xmas coming up etc.
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cunningham
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Registered: 25th May 05
Location: Lochore, Fife
User status: Offline
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like was said earlier all system downtime needs to be recorded if thsi is not the case then they cant prove if the system was down or not
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chris_uk
Premium Member
Registered: 8th Jul 03
User status: Offline
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thing is ian.. i wasnt taking the piss.. so its not really my problem.. i did everything AS I WAS SUPPOSED TO...
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Ian
Site Administrator
Registered: 28th Aug 99
Location: Liverpool
User status: Online
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So say that. Ultimately this is their game by their rules so it doesn't really matter what you do.
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Andy Stocker
Member
Registered: 31st Aug 00
Location: Herts Drives: Porsche 911
User status: Offline
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Next and Ventura in petty disciplinary shocker!
Basically the same company now aren't we? Looks like the crappy disciplinary process has worked it's way to you.
I've had numorous disciplinaries at my work for the most stupid, small minded things 
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Ant
Member
Registered: 12th May 02
Location: Hereford and Worcester
User status: Offline
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In employment law they must have the balance of probability now in order to have this there must be some form of evidence be this any eye witness account or system logs the need to exist, you can ask for a copy of any witness statements logs prior to attending and disciplinary meeting. Id also like to know if the quote regarding wanting you out has been documented? if not i would have refused to sign and transcripts as its not a true reflection of the conversation. If anything new comes up which you are unsure about make sure you ask to adjourn the meeting and take time to consider any responses.
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