Derogatory Additions To Names

I expect a lot of people have seen the news about a gentleman who had a derogatory addition to his surname. It was in the news recently and a great deal on social media. Not a nice thing to happen at all. I can’t see anyone enjoying getting a letter with that kind of thing on there. Fortunately it doesn’t happen very often. Although saying that, there are many occurrences of letters being sent out to people who have passed away. Also offensive.

The media have been saying that this offensive addition to the gentleman’s surname was deliberate. But was it? From what I’ve read there is an investigation underway at the moment. But what possible reason would an agent have to do this? If the agent was someone who was just plain and straight forward prejudiced against skins of a particular colour, or particular religion, then surely it would have been spotted well before hand. I can’t see a large company keeping on an agent who is prejudiced, or in fact, a person applying to work at a multi-cultural company if they were prejudiced. Doesn’t make sense either way.

Working in a call centre myself I know first hand how bad it can be on the phones. I often have people coming through and I ask them for their name and haven’t got a clue what they’ve said. Whether it’s a bad line, a strong accent, speaking too quickly, or someone covering the mouth piece, there have been times where I’ve been completely stumped. I’ve begun the call by calling them what I thought they said only to be told quietly bluntly that I’m wrong!

Some customer don’t understand what ‘initial’ means. So when I ask for an initial they spell out their name. I’ve had customers give me their full names – first, middle, last – all in one breath. It can be quite difficult at times, and it’s very common for us to have to ask a customer to spell out their surname and then spell out their first name. Just so that we can understand them.

Is this what happened in this unfortunate case? Was it just a matter of the agent not understanding the customer? It’s interesting to note that at my company there is a split with what people think between those on the phones and that those who aren’t. Those of us on the phones are all saying this couldn’t possibly have been done deliberately – it’s just too easy for us to hear the wrong information. While those who are not on the phones are all saying it was deliberately done.

The only reason I can see for this to have been done deliberate is if the agent had just had enough. I’m not saying that this is what happened here. I don’t know. And I’m certainly not saying that this customer was aggressive. Again I don’t know. But having worked on the phones for so long I’ve had my fair share of abusive customers and it would be so easy to want to get my own back. I never have. But there have been times when the temptation has been very strong.

I had a customer complain that I was heavy breathing. I had a cold and because I was breathing through my mouth he could hear it. Another customer complained about the same thing with one of my colleagues who had asthma. This is blatant prejudice towards us when we are not well. One customer complained about a colleague who asked him to call back. He wanted to speak to an English person but everyone was on the phone as it was particularly busy. My Nigerian colleague asked him to call back later when it was a bit quieter and he may get an English person. He called back and complained about her. This again was prejudice.

What is annoying is that the company upholds the complaints from the customers. Customers come first. It should not be happening. Customers should not be treating agents in this manner. We are not pieces of dirt. Some customers are extremely offensive, aggressive, bullying, prejudicial, swearing, and downright nasty. Agents are human beings. I got to the end of my tether a few times. I got into trouble raising my voice to one woman who was insulting me and shouting at me. We can only take so much before we snap. Is this what happened in the news item recently? I will be very interested to see what the investigation uncovers.


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Too Busy

It’s too busy at work at the moment. Don’t even have time to breathe never mind think about what I’m doing. As usual they’ve sent the mailings out all at once instead of staggering them. At the same time they’ve put out media advertisements. Now we are inundated. It would be good for the company if they had enough staff to cope! Trouble is that people are so pressurised there are many off sick – stress to be exact. They do it all the time. They never learn.

Customer Attitude

We’ve noticed a change in customer attitude during the last few weeks. It’s probably due to the amount of information in the media about various companies miss-selling, and several companies being fined by the Financial Conduct Authority. But the attitude is not pleasant.

Several of us have had customers coming through saying that they want investigations into their policy being miss-sold. I asked one woman why she thought it may have been miss-sold. She said it was because she had received a lot of phone calls from companies offering her various things so she didn’t know what she was doing. Is it really our fault if she doesn’t know what she’s doing? Various companies is not one company is it?

Many people are coming through and complaining about the tone of our voice, or our attitude, or how unhelpful we are. It’s usually because we can’t give them the answer they want, or we can’t tell them what policy they need. Well how can we? Seriously. We don’t know what insurance they may already have, or what they need to get covered in their house. This is for the homeowner to know. It is for the customer to tell us what they want covered. Many of them seem to be unable to do this.

They’re yelling at us because we can’t discuss someone else’s policy details with them, or because they are not covered for something they have a problem with, or because they haven’t bothered to read the documents. Yes. It’s all our fault.

We’re regulated by the FCA so we have to abide by those regulations, such as getting a policy holders permission before discussing policy details with anyone else, or stating clearly in the documents what is covered and what is not covered. We also give an explanation in the mailings that are sent out, and we run through a lot of information when setting up the policy over the phone. All of this was done by the FCA to make sure that things were done fairly for the customer. In other words to ensure that the customer can buy safely and with everything up front and in detail, so they know what they are getting. Of course it doesn’t mean that the customer will read the information or will listen to what they are being told. Far from it at times.

Maybe if people stopped paying so much attention to the media and more attention to documents that are sent to them, their own property, their families, maybe then they’d realise that things are being done with regards to their well being. Maybe if the government put more into the education of this country then more people would be able to think for themselves. Just maybe.

 

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