thubpt

Where I work, If we give attitude, we're out the door. The only thing we can do to people who are rude, is to give them as little service as possible to get them off of the phone. . . . even then, that'd make our "Quality Assurance" scores go down, and possible reprimands would ensue.

To hang up on a person is grounds for termination as well. The only valid way to hang up, is if a person is being verbally abusive (swearing), and we've given them three warnings in the phone call to tone it down. Then we can hang up. But - we also cannot interrupt a person while they are speaking. . . . so you have to wait until they take a breath. I'm amazed at how long a person can talk without breathing in

Oh, and to answer the other question about the automated system. . . . I don't know about every call center, but every call center I've worked at, if a person gets misdirected in the system, we "warm" transfer the customer directly to a representative in the right department. And the automated system, the bigwigs have decided, is a big money saver, and "supposedly" cuts down on misdirects. . . . Dude - I hate them too. I have no use for them, but unfortunately, in some places, they just seem like a necessary evil to the powers that be . . . . .

__________________
The knack of flying is learning how to throw yourself at the ground and miss.

--Hitchhikers Guide to the Galaxy