Jarrid
07-02-2008, 07:31 AM
I am in a wonderful mood today, and despise what I am about to go over, I still am because of various reasons, but anyway, I would like to share my story of what happened today at work. Working for a cell-phone company, there are many things an agent can do to really screw over a customer, and well, tonight happened to be one of those nights in which that happened.
Well the story goes something like this:
So my day is going great at work, and I had no angry customers at all, which is very rare. Well, about 9:30pm roles around, and my manager comes up to me nicely and tells me to sign off on my phone into 'coaching'. I thought this was just going to be a little chit-chat with her because she is going away on a trip for about a week, and I knew she probably had a few things to say about my performance about the past two weeks. Well, I finally get off of the call I was on at the time, and I sign off on the phone. I walked up to her, and she had me walk back with her to an office that is very isolated from everything else in the call center. Haha, well, it happened to be an office I thought I would never visit. It was the fraudulent office. I sit down in the chair with my manager there, another manager that I know, and the fraudulent specialist that watches over our center (there are about three of four of them total with the company, but only two that deals with our particular service). She tells me that a person that I had talked to recently called in, and spoke to a supervisor telling them that he was afraid that an agent like myself had wrote down all of their credit card information and was going to use it.
Now, with my job and position at the center and even at the other center that deals with this service, we do not do anything at all when it comes to payments. We have a transfer number that we transfer the customers over to that is confidential. We are allowed to see the last four digits of the card number that is on file in case we need it to verify an account if the customer does not have their passcode, tell them how much their payment is going to be, their payment date, and that is about it.
The agent before me told the customer that they would help make the payment for him if the customer would give the information to him/her. Well, the agent wrote down all the information regarding the credit card, and told the customer he/she was going to transfer him to the department. That transfer happened to be me. I vaguely remember talking to him, but I remember the customer was confused because he thought I was the payment department. In addition to that, I took the call like any other call and educated the customer and informed him that I could not make a payment for him, and that I was sorry that he was mislead to the wrong person. I went ahead and transferred him to the payment department, and that was that.
As I was in the fraud office, the lady that is over it all told me that I was the last person that opened and notated the account, and that there is no record of anyone else today that had talked with the customer besides the supervisor that the customer had talked to after me. She told me this was serious business, looked me right in the eyes, and asked me, "Did you write down the information?" Of course I said no, and I became concerned and asked many questions of what could of possibly happened to that customer. She explained a little bit (pretty much what I have told you guys) but said to me: "If you did not do it, you can go to bed sound asleep tonight without any worry. If you did it, I would advise you to watch out and get rid of any kind of information you wrote down about the customer's card." I was very serious, and surprisingly, I did not act nervous the entire time (probably thanks to the clonazepam), and I actually told a few stories of different fraud problems I had seen in the past since I had worked there for a while. All four of us chatted for about five minutes and had a few good laughs about work and such, so it made the situation a little less tense. Haha, yeah well, right before I got up and left she said, "Jarrid, I will let you know something soon, but right now, you are the number one suspect, and we will be watching you very closely until we figure it out."
Basically, I am a mouse in an open field at night being watched by an army of owls ready to eat me. Yeah, I have nothing to be worried about because 1. I did not do anything wrong, 2. I made a great impression, and 3. They have no proof or evidence at all that even if I had done it, they could not charge me with nothing because the call was not recorded at all. I am going to try not to worry about it at work tomorrow, but shit, that is a lot of pressure!
Have any of you experienced any kind of wrongly accused actions at work, school, or other things that have responsibility?
Well the story goes something like this:
So my day is going great at work, and I had no angry customers at all, which is very rare. Well, about 9:30pm roles around, and my manager comes up to me nicely and tells me to sign off on my phone into 'coaching'. I thought this was just going to be a little chit-chat with her because she is going away on a trip for about a week, and I knew she probably had a few things to say about my performance about the past two weeks. Well, I finally get off of the call I was on at the time, and I sign off on the phone. I walked up to her, and she had me walk back with her to an office that is very isolated from everything else in the call center. Haha, well, it happened to be an office I thought I would never visit. It was the fraudulent office. I sit down in the chair with my manager there, another manager that I know, and the fraudulent specialist that watches over our center (there are about three of four of them total with the company, but only two that deals with our particular service). She tells me that a person that I had talked to recently called in, and spoke to a supervisor telling them that he was afraid that an agent like myself had wrote down all of their credit card information and was going to use it.
Now, with my job and position at the center and even at the other center that deals with this service, we do not do anything at all when it comes to payments. We have a transfer number that we transfer the customers over to that is confidential. We are allowed to see the last four digits of the card number that is on file in case we need it to verify an account if the customer does not have their passcode, tell them how much their payment is going to be, their payment date, and that is about it.
The agent before me told the customer that they would help make the payment for him if the customer would give the information to him/her. Well, the agent wrote down all the information regarding the credit card, and told the customer he/she was going to transfer him to the department. That transfer happened to be me. I vaguely remember talking to him, but I remember the customer was confused because he thought I was the payment department. In addition to that, I took the call like any other call and educated the customer and informed him that I could not make a payment for him, and that I was sorry that he was mislead to the wrong person. I went ahead and transferred him to the payment department, and that was that.
As I was in the fraud office, the lady that is over it all told me that I was the last person that opened and notated the account, and that there is no record of anyone else today that had talked with the customer besides the supervisor that the customer had talked to after me. She told me this was serious business, looked me right in the eyes, and asked me, "Did you write down the information?" Of course I said no, and I became concerned and asked many questions of what could of possibly happened to that customer. She explained a little bit (pretty much what I have told you guys) but said to me: "If you did not do it, you can go to bed sound asleep tonight without any worry. If you did it, I would advise you to watch out and get rid of any kind of information you wrote down about the customer's card." I was very serious, and surprisingly, I did not act nervous the entire time (probably thanks to the clonazepam), and I actually told a few stories of different fraud problems I had seen in the past since I had worked there for a while. All four of us chatted for about five minutes and had a few good laughs about work and such, so it made the situation a little less tense. Haha, yeah well, right before I got up and left she said, "Jarrid, I will let you know something soon, but right now, you are the number one suspect, and we will be watching you very closely until we figure it out."
Basically, I am a mouse in an open field at night being watched by an army of owls ready to eat me. Yeah, I have nothing to be worried about because 1. I did not do anything wrong, 2. I made a great impression, and 3. They have no proof or evidence at all that even if I had done it, they could not charge me with nothing because the call was not recorded at all. I am going to try not to worry about it at work tomorrow, but shit, that is a lot of pressure!
Have any of you experienced any kind of wrongly accused actions at work, school, or other things that have responsibility?