Abusive callers

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call centre agent

convergys


I work for an employer whose client tells them that agents can not hang up on an abusive caller.

I have been told that as an EU/UK based employer, my employer can not legally enforce this or take up disciplinary action against an agent that is being abused by a customer and hangs up. Is this true and what law if there is one would that be.


Editor

Call Centre Helper


I'm not sure if there is much you can do on this.

There is a suggestion that Employers can now be held "vicariously liable" for the bad behaviour of clients or customers, but that may be a bit of a long shot.

http://www.thisiscornwall.co.uk/Staff-sue-employers-abusive-customers/story-11406739-detail/story.htm

http://www.acas.org.uk/index.aspx?articleid=3715


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