You are managing a team at a call centre and another manager brings to your attention that one of...

Question

You are managing a team at a call centre and another manager brings to your attention that one of your team members has been hanging up on inbound customer calls before answering the phone and taking more drinks than they are allowed from the company fridges.

Script the conversation that you would have with your team member, who has been accused of doing the wrong thing and breaking company policy (approx. 250 words).

Dipali · Accepted Answer

WRITTEN ASSIGNMENT		2
WRITTEN ASSIGNMENT
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Discussion	3
Discussion
It is crucial for managers to handle any activity that violates corporate rules or has a bad effect on the customer experience. I would schedule a meeting with the member of my team in question to resolve the issue after being informed by the other manager that one of my team members was ignoring calls and drinking excessively. Here is how the discussion might develop:
Me: Hello [teammate],

You are managing a team at a call centre and another manager brings to your attention that one of your team members has been hanging up on inbound customer calls before answering the phone and taking...

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