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Employee Protection

  • 21-01-2013 11:47am
    #1
    PremierDeise
    Closed Accounts Posts: 259 ✭✭


    Im working in a call centre where irate callers are a regular occurence. The question I have is: Is the customer care agent required by law to supply their full name to the caller?
    I can understand that the caller would be due to data protection on their account etc but would the agent?
    The reason I ask is because if the agent is required to give out their name and the customer is a bit on the crazy side it is easy to track down the agent through full name and location of call centre - It has happened before.

    Thoughts on this would be interesting.


Comments

  • #2
    Procrastastudy
    Closed Accounts Posts: 6,224 ✭✭✭Procrastastudy


    Patrick / Patricia Murphy

    EDIT: This should have been risk assessed by your managers - ask to see the policy in regards to it. If no policy ask them to do a risk asessment and ask for a copy. If you're not happy raise a grievance or hold on to it until you get a slap off an irate customer and ker-ching...

    Hypothetically of course.


  • #3
    PremierDeise
    Closed Accounts Posts: 259 ✭✭PremierDeise


    Procrastastudy wrote: »
    Patrick / Patricia Murphy
    ?


  • #4
    Procrastastudy
    Closed Accounts Posts: 6,224 ✭✭✭Procrastastudy


    PremierDeise wrote: »
    ?

    If I was asked my name by someone I thought was a looper (so about 98% of customers and 100% of them that asked for my name, as it was on a plastic tag affixed to my person) I'd just make one up - obviously with my real first name. Used to give CS a giggle when they'd phone me after the customer called reporting that XXXXX Ichihara or XXXXX Fitzhiggingbottom-Smyth had just done XYZ.


  • #5
    PremierDeise
    Closed Accounts Posts: 259 ✭✭PremierDeise


    Procrastastudy wrote: »
    Patrick / Patricia Murphy

    EDIT: This should have been risk assessed by your managers - ask to see the policy in regards to it. If no policy ask them to do a risk asessment and ask for a copy. If you're not happy raise a grievance or hold on to it until you get a slap off an irate customer and ker-ching...

    Hypothetically of course.

    I caught you before the edit :)
    Yeah to be honest I think it is crazy. Apparently it is company policy to supply the details but a lot of the staff would not feel comfortable to do so and supply their first name and staff number for reference. Apparently this is not good enough though....


  • #6
    Procrastastudy
    Closed Accounts Posts: 6,224 ✭✭✭Procrastastudy


    PremierDeise wrote: »
    I caught you before the edit :)
    Yeah to be honest I think it is crazy. Apparently it is company policy to supply the details but a lot of the staff would not feel comfortable to do so and supply their first name and staff number for reference. Apparently this is not good enough though....

    Just ask for a copy of the risk assessment and leave it at that. Call centres are the sweatshops of the western world and they'll sack you in a second.


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  • #7
    PremierDeise
    Closed Accounts Posts: 259 ✭✭PremierDeise


    Procrastastudy wrote: »
    If I was asked my name by someone I thought was a looper (so about 98% of customers and 100% of them that asked for my name, as it was on a plastic tag affixed to my person) I'd just make one up - obviously with my real first name. Used to give CS a giggle when they'd phone me after the customer called reporting that XXXXX Ichihara or XXXXX Fitzhiggingbottom-Smyth had just done XYZ.


    I think this is the reason why even in a retail outlet that all staff have first name only on their nametags?


  • #8
    Procrastastudy
    Closed Accounts Posts: 6,224 ✭✭✭Procrastastudy


    PremierDeise wrote: »
    I think this is the reason why even in a retail outlet that all staff have first name only on their nametags?

    Some have surnames esp. for managers. In all honesty running the stores I did and where they were if anyone was going to do anything it was threatened there and then. Being 6'2" and 17+ stone I tended to call the odd bluff. My favourite one was "I'll see you later" my response was "Stephen Call the gaurds and an ambulance and I'll see you now matey!". Unfortunately the wheels came off when I moved to Dundrum - as I'm fond of saying I'll deal with knackers all day but South Dublin / Wicklow house wives... never again!

    I did enjoy explaining to one guy on Henry street he'd probably get the first punch in and probably win the fight but within 2 minutes I'd have ever security guard in Dublin 1 standing on him.

    Believe it or not I was actually known for my excellent customer service - I just had a line.


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