C&P from an email from Zzilla
ok. backstory - we just took on a huge new account HUGE. 125,000 employees. they grossly understated the volume of travel they did, by about 75%. we're severely understaffed and we're hiring and working OT like it's nobody's business. ok. so because the volume is so heavy, the service level we're at for this new account it barely at 20%. 80% is AVERAGE! so they started having agents on other accounts taking calls to alleviate the hold times even though they hadn't been trained. burps got a call. she handled it fine, but lady complained. i believe the lady lied about what happened. we all heard b's side because she is loud, and she didnt do anything she wasn't supposed to do. lady wanted a supervisor, b gave her to a supervisor. supervisor said, " i heard whathappened because [burps] sits right next to me (true)...but if you want to make a formal complaint here's the name of the owner of the company." threw her under the effing bus. monday afternoon, she went into the back office for 5 minutes. came out, cleared her desk, and left. i didn't see what happened because i was at lunch. and guess what....after this call happened, and before the lady wrote her letter, the ENTIRE OFFICE has been asked to sign up for a mandatory training session on this account. she's always been an untouchable, and because of FMLA rights, they can't let her go for her "condition". although, burping in a client's ear should be grounds for termination. she sat by herself in a corner of the office because no one wanted to sit next to her. now that area is a ghostland. the end.