5 Reps Fired for Hanging Up on Customers
20 Sep, 2007 9:34 AM
Call Center Career, Call Center Customers 
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Five employees of a large insurance company were fired for routinely hanging up on customers who are trying to file claims.
Nationwide Mutual Insurance, an insurance and financial services company , fired the employees who worked in their Des Moines, Iowa office.
“I didn’t think it was fair that they could keep transferring all of their work over to us,” she testified. “So when I would see on the phone that it was a transfer from them, I would just hang up.”
“I didn’t think about the fact that it could be someone that was needing help right then and there, that their daughter may have just got in an accident and was in the hospital and they were needing help,” she testified. “I wasn’t really thinking about the customer. I was thinking about myself and my stats.”
More on this at the Des Moines Register.
