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Well, I worked at a call center for AT&T (Sales and Services).. On the 11th of this month I was dealing with an irate customer. After the customer hung up, I said "**** you".. Earlier today, my supervisor called me in for a meeting.. She told me that corporate had heard my call.. Apparently they can still hear after the call has ended and heard my remark..
I had really great sales, always followed my call flow, my talk time always met goal, and my QA scores were always passing.. My supervisor told me she tried to talk to corporate to save me but they didn't budge and told her to terminate me.. She told me to use her as a reference and that she would say good things about me..
It's not that I mind getting terminated, but my main problem is going to apply for another job.. I'm pretty sure the employer is going to ask why I was terminated..
What should I say to the employer if they ask me why I was terminated..? Can they find out what exactly I was fired for..? What should I do when applying for a new job..?
Seriously, you can spin your experience in a way that shows you're a hard-working individual that takes your job very seriously; you work well with people (who don't attack you), and a lost sale bothers you to the point that you need to know what could've resolved the problem.
Your remark was simply a return salutation from an individual who used similar language.
Ouch I used to be a quality manager for a call center, and I managed a group of agents that listened to a sample of incoming calls. Yes, we could hear everything, including what you described We generally didn't terminate people because of it, but it was bad enough that you got a reprimand (the second time would be grounds for firing).
Why would they know you were terminated?
Could you not say you simply didn't enjoy the job any longer or were looking for a more challenging work environment?
I doubt the employer can find out exactly why you were fired...
I have been told that all past employers can say are whether you are employable or not.
Of course it doesn't mean they always "stick to the script" but I think you will be okay as long as you put down your supervisor as a reference.
I am sorry to hear you got fired. That is pretty ridiculous. As long as the customer didn't hear, why does it matter?
With angry customers, it is VERY hard NOT to get upset WITH them and you at least waited until after they hung up.
A lot of times I would put my headset on mute and just curse.
I don't plan to go into that kind of job again, but it is good to know. I kind found that out myself, but the easy way, rather than the hard way.
I was calling my court house to find out about some opportunities, and the woman put me on hold for a very long time and I was listening to that recognizable on hold sound, but when she spoke, i realized that she could hear me whistling and talking to myself all along.
I don't think that is fair, either put the person on hold or don't. Don't pretend to!!
But I also found this out, from an internet site that talked about how a woman called an airlines to report a problem and when the operator put her on hold, she was telling a friend how she was scamming the situation, and the operator heard and she was caught in the act.
So, ever since then, I have realized that when they put you on HOLD, you really are not on hold, and they can hear you. (obviously, it depends on the equipment, they are using.)
Also, now that I know, sometimes I say things that i want them to overhear but not directly, like "this is taking way too god damn long!' especially after being forced to go through 10 prompts to talk to someone.
An asistant who will do this for you is golden when they know the direct number to fix a problem, then to have to wait on hold all day just to address a problem!!
Quote:
Originally Posted by PurpleLove08
Why would they know you were terminated?
Could you not say you simply didn't enjoy the job any longer or were looking for a more challenging work environment?
I doubt the employer can find out exactly why you were fired...
I have been told that all past employers can say are whether you are employable or not.
Of course it doesn't mean they always "stick to the script" but I think you will be okay as long as you put down your supervisor as a reference.
I am sorry to hear you got fired. That is pretty ridiculous. As long as the customer didn't hear, why does it matter?
With angry customers, it is VERY hard NOT to get upset WITH them and you at least waited until after they hung up.
A lot of times I would put my headset on mute and just curse.
Considering it was A T & T, I would have a friend check it our first, have them try to see what kind of reference they are giving. Apply for unemployment, they will also state what happened, and it should be either explicit, or basic. Your termination, depends on how long you worked there, how you swing it. If anything, get some temp work for awhile, that should get rid of the stigma.
No company, by law, can tell anyone inquiring, if you were fired, or for what reason. If your former employer is called for a reference, they can only say that you are eligible for rehire, or not eligible for rehire, nothing more..!
. It is illegal for them to say anything other than that. If a company gives you a bad reference other than what I just stated, if you can prove it, you can sue them
Just an FYI--though you might only be able to say that someone is ineligible for rehire, you can certainly use a contemptuous tone of voice that says it all when giving that information.
All companies can tell a prospective new employer is that your worked there and what dates you work there. Anything more is against the law and could be result in a lawsuit. However, when you fill out an application they will ask why you left and if you were terminated. Be honest. If you lie they have a way of knowing.
Next time, if you are dealing with an irate person wait until you go on a break and then vent. I worked at a call service and they would even listen in when you were talking to you desk partner.
I would just tell the truth. Say you were fired for muttering f*** you to yourself after hanging up. Then tell them you let your emotions get away from you that time, you are ashamed of it and you regret doing it. Tell them it has been a chance to reflect on yourself and you have changed because of it.
Employers (at least the ones you would want to work for) appreciate sincerity.
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I used to be a quality manager for a call center, and I managed a group of agents that listened to a sample of incoming calls. Yes, we could hear everything, including what you described 
We generally didn't terminate people because of it, but it was bad enough that you got a reprimand (the second time would be grounds for firing).
