His original issue was we spoke to 2 of our LOs already. We told him we could not help with the loan he wanted.
Well our call center doesn’t care to update things properly so we call and harass customers even after we say we can’t help them. It’s a stupid auto dialed.
Our call centers in USA and in Philippines call, and email our customers daily to refi or purchase a house. He had many critiques to give us and they were all valid and I agreed with every point he made.
I was logging the correct notes and making sure I escalate this complaint properly.
My manager called me mad said I could be terminated for taking a 1 hour call and said even if it was 10 minutes that would’ve still been an issue as it’s too long.
He said i should’ve told the customer I’ll log his complaint and end the call in a matter of a few minutes….
I was trying to help our company because this guy helps VA vets navigate house loans and he refers his Military Vets to our lending company all the time.
I was actively listening (something he said we do not do, and he’s right)
This guy does a lot of business with us and just wanted to be heard and taken seriously!! Not rushed off the phone
Should I quit ? They’re saying this can be classified as call avoidance and I can be terminated.
The last hour I’ve been making calls and it’s only been Voice mails So…..
Yesterday I made 506 calls, I talked to 53 people, and did 5 transfers, all ending in 0 locks for the day….
So as you can see business isn’t booming so that’s why I was really trying to help this customer feel as if we can still be a good company for him.
I’m so upset because I’m pregnant and only staying at this job for the paid parental leave of 12 weeks now idk if that’ll happen