Team Leader Sacked For Hanging Up On Client

By Rashmi

Salma Sultan joined reputed BPO Reliance in Navi Mumbai, Mhape as an agent and then got promoted to Team Leader with a salary of around 2 lakh per annum. She was a hardworking girl, and for this reason was appreciated by everybody.

One day a complaint was sent to her manager by the Quality department that many a time when she took the customer’s escalations she put the customer on hold  the moment the call was transferred to her,  and did not get back to the customer.  Naturally frustrated, the customer usually disconnected the call. Salma was called in and made to listen to all her escalated calls sent by the Quality Dept where she even disconnected a few calls after taking them on her extension.  Salma was given a verbal warning and was told to refrain from such incidents. But Salma was obstinate and refused to accept what happened and mend her ways.

Just after a month of this incident the HOD (Head of the Department) addressed all the management employees and declared that Salma has been sacked from the company. Afterwards it was disclosed that she again put the customer on hold directly without even speaking to the customer, and after sometime the customer disconnected the call. This time she was caught red handed by the HOD as he was barging her live calls. Salma’s version was that she was trying to search for a manager as the customer insisted to speak to the manager only. While looking for the manager the customer disconnected the call. Still she was told to put in her papers. Soon this incident, the rumor mill wrongly suggested  that Salma has been terminated on integrity issues.

After that  Salma gave interviews in many BPO’s but could not get through as she had experience of domestic BPO only and her communication skills were not at par with the International BPO. After three months of struggle she managed to get a job in  an international BPO 3  in Malad, Western suburbs of Mumbai as Team Leader through her contacts in the higher management and got a fat salary of  4.5 lakhs per annum. It seemed that everything was fine but suddenly again she was in news. She was told to resign by the HR as they came to know from an insider in the company itself that she was terminated  by Reliance.   Regrettably,  she was not given a chance to redeem herself.

Her luck seemed to have run out and was unable to get any interviews in any BPO’s. Finally after a month’s search,  she managed to get in to a bank at agent level getting a salary as low as 15,000 per month.  Hopefully,  like other erring youngsters,  she has learnt a good life lesson.

(Techgoss has changed the name of the Team Leader)