Call center murder

[Alarm]

Originally Posted by Jay Temple

Somehow invoking the RCMP makes it sound like they've really got your back, compared to the nearest U.S. equivalent. (FBI?)

It's a federal offense to threaten a govt employee in the course of his duties.
Like I said, they have to consider the threat viable, but I have personally known someone who had RCMP response when he was threathened. he got a report from the RCMP on his supervisor's desk about a week later.

Please forgive the lateness of my reply!

[chillas]

Originally Posted by Hero_Mike

I never liked the notion that people at call centres don't identify themselves correctly. The problem being that if you call to complain that "Todd" called you up and was rude to you, the call centre would just say that there is no "Todd" working for them - which is 100% true, because "Todd" is really Tim or Fred (or if they are from India, Sanjay).

Sorry, not following your logic here. There's nothing to keep them from saying "there's no Todd here" even if there is. Knowing his/her real name gives you no legitimately useful information. An employee or agent number does, but then if you suspect them of acting dodgy in some way, which your post seems to imply, that's not going to be that helpful either.

Originally Posted by Hero_Mike

I always wonder, as well, what percentage of calls are monitored, but I certainly hope it's a lot of them.

It's an exceptionally small number. Consider that to have (as a starting point) 100% monitoring, you would have to have a 1:1 ratio of QA worker-hours to call-taker-hours. And that would only be to monitor - you'd need additional QA worker-hours to write up reports and evaluations based on that monitoring.

This was years ago, granted, but when I did tech support our 24 hour call center had exactly two QA people for about 70 phone monkeys. I would be surprised if that was far from the norm.

[s_stabeler]

Originally Posted by chillas

It's an exceptionally small number. Consider that to have (as a starting point) 100% monitoring, you would have to have a 1:1 ratio of QA worker-hours to call-taker-hours. And that would only be to monitor - you'd need additional QA worker-hours to write up reports and evaluations based on that monitoring.

This was years ago, granted, but when I did tech support our 24 hour call center had exactly two QA people for about 70 phone monkeys. I would be surprised if that was far from the norm.

besides, it would be more useful to have calls recorded, I would imagine, since then, if there is a complaint, you can find out exactly what went on.