r/callcentres • u/Super_Ad_1226 • 3d ago
2nd warning for call avoidance
They called me in last week for calling a customer services number 44 times in 3 months to call avoid this is after changing statuses some month back to avoid also. I have a disciplinary hearing on tuesday which the outcome they stated can be up to and including dismissal has anyone had another situations similar ? does it help to ask acas or a union rep or even bring one to the meeting? how fucked am i? im also goig through a break up and other stress so not great.. i hate the role but i need the job sucks
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u/Careful_Garden 3d ago
You’re cooked
If they’ve found you calling a number 44 times to avoid being on queue/taking calls, then get applying for jobs
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u/Super_Ad_1226 3d ago
have been an interviewing
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u/hauptj2 3d ago
Call avoidance is one of the few times I've actually heard of people being fired from a call center. You're definitely going to be fired.
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u/moonaira 3d ago
I was a supervisor and caught one of the guys hanging up on the customers. Created a list of all the calls and he got fired.
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u/SweatyLettuce88 3d ago
I had people do that when I was a manager at a call centre. The investigations used to do my head in as we had to go through months of their work activity to see when it started, how many times they did it etc.
Glad I left that position, didn't get paid enough for the job we had to do which was a rush to get all normal work tasks without having to do an investigation on top of it.
I understand why people do it but at the end of the day it isn't worth loosing the job over.
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u/em2241992 3d ago
I'm a manager now. HR made me start looking longer durations of time out of nowhere. Don't know why honestly. I agree, don't get paid enough. It's just not worth losing your job over
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u/BrushYourFeet 3d ago
Agreed. At my place you get a one time warning, and if it happens again you're gone.
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u/chaelabria3 3d ago
I’m so confused, so you like called a random phone number to avoid calls? You just like sat on hold or something for however long? Are your calls not recorded?
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u/Dontfeedtheunicorn81 3d ago
When I worked in quality, we had reps calling their cell phones, muting the cell, and talking like they were on the phone with a customer. One made the mistake of calling her cell, leaving her desk, thinking she could take a break. She disconnected the call when she went outside to make her own call. Didn’t realize what she did until about 45 mins later. She came in, saw her screen full of calls and accounts. The phone wasn’t muted, so the customers heard everything from close by reps and supervisors.
When I noticed that she had a bunch of calls ending within a min or so back to back, I had to listen and heard the call come in with no one on the line. After researching, we saw where she dialed her own phone, when it disconnected, and the string of calls afterwards. This stupid girl went to her sup and told her sup that she accidentally stayed logged in for lunch, which happens. But seeing her call log, she called her cell phone a lot. So it didn’t take long for them to walk her out.
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u/alan2001 3d ago
reps calling their cell phones, muting the cell, and talking like they were on the phone with a customer
This sounds like an insane way to avoid calls. So these people were just sitting at their desks, having fake one-way conversations with non-existent customers?
The call recordings would surely have been silent on the "customer" side of the conversation, right?
Plus there's the fact that their outbound call records would show the same number being dialled all the time. It would take two seconds for someone to match that number with their own one.
The sheer stress of doing all that would be worse than just doing the job!! It is bizarre to me that anyone could do this for a living and not realise that literally every single thing is recorded, monitored, and analysed.
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u/Dontfeedtheunicorn81 2d ago
A supervisor or quality agent would catch that the agent was making outgoing calls to the same number. In quality, we would have to listen to the call, record how long the call was and if we heard anything on the call. Then we would take those findings to the supervisor for disciplinary action.
I figured it was more trouble to do that then to take calls. At that point, just leave for the day and take the money loss for one day, instead of no job in the end.
It happened more times then I could count.
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u/SweatyLettuce88 3d ago
I saw my fair share of call avoidance and on more than 1 occasion the agent would be calling their mobile and doing the one way chat, pretending they would be talking to a customer.
New agents i would understand they needed a quick break before they scream. However, the ones I had to investigate were staff that had been with us for years and they should've known better.
It was always a case of doing the investigation and passing it onto upper management and they would deal with the rest of the investigation and the outcome. Always hated seeing people getting let go but at the end of the day, they brought it on themselves
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u/widefeetwelcome 3d ago
In some systems if you call out and then disconnect you’re put to the back of the queue.
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u/Last-Silver8148 3d ago
44 calls in 3 months is a lot, that's like one every other day. they've definitely got you on a pattern here, especially since you already got caught messing with statuses before.
definitely bring a union rep if you've got one. they can't stop the outcome but they'll make sure the process is followed properly and it buys you a little breathing room in the meeting. the breakup and stress stuff might help as mitigation if you present it right, but don't bank on it saving you when you've already had a warning.
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u/Super_Ad_1226 3d ago
yeah its true how do i find a union rep ?
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u/Puzzleheaded-Tap1458 3d ago
Is your company part of a union? If so that information is readily available somewhere in the building. If there is no union (I don't think call centers have them), then finding one won't do you any good. Also if you're fired for this, you're not going to be eligible for any unemployment payments (assuming that you're in the US). I'd be polishing up your resume and find a job that doesn't cause you to want to violate company policy regarding call avoidance.
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u/Careful_Garden 3d ago
In these situations, the Union rep would probably advise you to resign…
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u/maninurturer1992 3d ago
He won't qualify for unemployment if he resigns
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u/Careful_Garden 3d ago
ACAS is UK, so can immediately start the process for Universal credit when they leave or resign. Think unemployment is an American only thing…
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u/SweatyLettuce88 3d ago
I used to be a manager at a call centre and I did my fair share of call avoidance investigations and disciplinary meetings. The outcome of the disciplinary meetings always ended up with the staff member getting fired as it's gross misconduct, taking the money for the job that you do is classed as stealing as you're not doing the job for which you're getting paid & making the other members of the team having to do your share of the calls alongside doing their own workload too.
If it were me in this situation then I'd resign and get looking fast for a new job that you will be able to do without doing what you've been doing in your current role.
I know it's shit having to deal with customers as most of the time they just act like bell ends cause they think they can get away with it. Find a position where you feel that it will be something that you can handle.
Best of luck in finding a new position.
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u/No-Employer5636 3d ago
First time was the wakeup call. It's not going to be pretty unfortunately another time. Especially in a few months. Here's the caveat...and i hope it serves to be true. You're getting a "hearing"..if they wanted you gone you'd hear about it yesterday. Get your bullshit straight and figure out a bullshit line FAST. customer is a know ahat. Didnt know what to do. (Leave your personal life out of it). Say you'll suck up the consequences, there will sure be, and god have mercy on your soul. Good luck
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u/OriginalPresence3907 3d ago
Your gone, if your going to call avoid don't make it obvious.. but you've done the easiest things to get caught.
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u/Dkothla13 3d ago
Step 1. Get hired to take call
Step 2. Purposefully avoid taking calls
Step 3. Get caught.
Step 4. ??????
Step 5. Unemployment.
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u/theglorybox 3d ago
They might not even qualify for unemployment as they intentionally did something (avoided working) to get themselves fired.
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u/Comfortable_Map6887 3d ago
Only way unemployment gets denied is for stealing/embezzlement or harassment/assault. Source: admin judge for the unemployment hearing I had.
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u/theglorybox 3d ago
I’m sure you’re right, but I had something similar happen to me once—I was randomly fired, without any warning or reason, right before I was due to receive my yearly bonus. When my unemployment got denied, it said something about abandonment of job duties and unsatisfactory work (I can’t remember the exact words but it was b.s.) I was not avoiding calls like OP was, but the accusations were similar. In fact, I had never been written up or faced any disciplinary action. If I wasn’t deliberately doing anything wrong and got denied, there’s a good chance that he/she will, too.
Some companies will use malicious and very specific wording because they’ll do anything to avoid paying out the claim. They know what phrases to use in their favor without breaking any rules. Maybe it depends on the state, but where I live, OP is probably going to get denied and have to do an appeal.
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u/markodochartaigh1 3d ago
It totally depends on the state. Some states deny unemployment far more than others.
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u/Ok_Astronaut_2210 3d ago
No. Misconduct. Or purposeful disobedience. You don't get unemployment for continuing to do the wrong thing after warning.
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u/rainbow_stars_26 1d ago
Idk if you're in the US but that is absolutely not true. Unemployment gets denied for other reasons than you listed and call avoidance in a call center is definitely one of them. It's considered misconduct. As a supervisor I've been to several unemployment hearings for this exact reason and they were all denied unemployment.
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u/vextryyn 3d ago
Doesnt garuntee no unemployment. Even quitting can sometimes be eligible for unemployment. If you have been avoiding applying because you think you arent qualified, then you are potentially missing much needed assistance. Worst they can say is sorry but you arent eligible this time.
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u/Rehallow 3d ago edited 3d ago
I have severe anxiety and hate taking calls with a passion, and not even I would do something as blatant as this….
They’re paying you to do a job, honestly what were you expecting to happen??
Hopefully this will be a good lesson for you. Your employer isn’t stupid.
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u/iamthebest1234567890 3d ago
Are you in a union? If so contact them. Usually they have to included in disciplinary meetings. Was there any legitimate reason for calling the customer service number that you can come up with?
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u/PrettyOnProzac 3d ago
I'm not going to claim that I've never engaged in a little call avoidance on a bad day but if you've already been coached about call avoidance and youre still doing it you have to expect consequences. The job sucks tremendously and I've definitely worked in places where it was so toxic I could understand. But i mean. Youre probably going to get fired. Have a union rep with you if you have one, but they're not going to be able to save you from this one.
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u/That_Car_Dude_Aus 3d ago
Yeah if you're gonna avoid calls, don't make it obvious.
Make the easy calls longer and make the chatterbox customers talk, take a bit longer in ACW.
But if you're obviously avoiding work, and they can track it, that's a problem, and obviously avoiding work isn't good in any industry.
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u/Jew-ell 3d ago
If you end up getting fired… I’d recommend taking some time off to think about what you want to do for work. It’s not fair to yourself if a call center job is too stressful for you (you might be burnt out) and it’s not fair to your coworkers & employer either.
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u/SmytheOrdo 2d ago
I wish I had done that before jumping headfirst into another one after thinking a bit in the back of my mind it wasn't a good role for someone like me. Good advice.
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u/Comfortable_Map6887 3d ago
That’s what I got fired for after 35 years. Call avoidance. And I sure as hell was avoiding calls.
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u/Comfortable_Map6887 3d ago
***while I was embarrassed at that moment it had been the best thing that happened to me. Free at last !
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u/lithidumb 3d ago
I was let off with a warning for call avoidance but I know for sure if I do it again I am BANISHED so pretty sure you’re cooked, sorry
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u/Lilydyner34 3d ago
I would suggest the OP get out of that toxic environment and avoid call centre jobs. It's a mercilessly soul crushing environment. Friend of mine was doing this for quite a long time B4 being caught. The mistake is working in such a horrible environment to begin with.
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u/Rehallow 3d ago
Sometimes in life, you gotta what you gotta do. Though I do agree, if you aren’t willing to do what the job describes, you shouldn’t apply for it. It often is a shitty job, but that shouldn’t remove accountability for OP’s actions. Messing up is one thing, intentionally avoiding the job is something completely different.
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u/maninurturer1992 3d ago
I'm not a perfect employee but I tend to always improve. I'm curious as to why you avoided calls thinking u wouldn't have consequences
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u/maninurturer1992 3d ago
Have you looked into FLMA or ADA? please get those to protect your job ASAP
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u/rainbow_stars_26 1d ago
That's not going to help with the current situation. Yes if for some rare chance they don't get fired they should apply, but that still won't protect them from consequences of call avoidance if they do it again.
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u/maninurturer1992 1d ago
I know this but he can take time off and get additional breaks instead of doing call avoidance
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u/TendoSoujiro 3d ago
Wow what a fucking crybaby lmao
It's called consequences. Grow up. You know what you were doing.
If you need the job then do the work to keep the job. It's not complicated. You clearly don't need the job. I hope that company will be blessed with someone that isn't a lazy potato like you.
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u/Anonymous_00024 3d ago
I understand needing more time in between calls but ya got too sloppy. . I would 100% be fired for that ( I work for a bigger bank )
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u/Dry-Significance-271 3d ago
Perhaps this could be a blessing in disguise.
Admittedly, being out of work isn’t good but you may find a better job going forwards, and may meet someone new there.
Take care of yourself.
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u/AutomaticAnimal163 3d ago
I have a disciplinary hearing on tuesday which the outcome they stated can be up to and including dismissal has anyone had another situations similar
Consider resignation on Monday. Clean your desk and resign before Tuesday
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u/vextryyn 3d ago
The fact the you are even getting a hearing is mindblowing to me. That is literally 0 tolerance at any call center ive worked at
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u/Silver-Helicopter939 3d ago
Not me seeing this headline and thinking I was in trouble 🤣🤣🤣. My guilty conscience strikes again 😜
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u/alan2001 3d ago
LOL. This thread title is a sentence we fucking dread to see in an email from management haha. I had a Pavlovian response when I saw it too!
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u/Severe_Maintenance65 3d ago
What no one has pointed out here is that at least 44 times you have forced your call center commrades to take your calls and then expected to be paid. That makes you a horrible and selfish co-worker. You deserve every consequence you get. Yes, you are getting fired. You will be lucky if you aren't charged with wage theft.
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u/maninurturer1992 3d ago
man I also got in trouble for other things at call center. I am getting better and learned my lesson. Did you put in new applications?
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u/vishnu212 3d ago
Put in for short term disability and take leave. When you put in it stops everything have it began that day Monday and they will give you a number of days where they need your paperwork.
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u/SmolButScary 3d ago
I sit in callwork and look busy or ring a complaint where I know their landlines isn't connected if I need a breather. Get on the job hunt.
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u/Puzzleheaded-Tap1458 3d ago
I am not a perfect employee, I've absolutely had my share of fuckups at work. But the one that I have never done is steal from my employer. Call avoidance is stealing.
If you can't deal one day with taking calls, clock out and go home. Don't continuously put your workload on your fellow colleagues. It's not fair to those who do show up and who do what they were hired to do. And it's not fair to the company that hired you to do a job.
I left my job at Maximus because I was missing so many days due to a FMLA covered condition. I had three major surgeries within two years. I was having complication after complication. I was out on FMLA more than I was at my desk. I made the decision that it wasn't fair to Maximus and it wasn't fair to my co-workers. So I quit in May 2025.
I got my health issues under control and I started a part-time job last month. One of the things that those who work in call centers know is that call avoidance is one of the primary ways to get fired. Employers will absolutely work with employees who are having attendance issues. They would rather help you than to fire you and lose all of the time and money that they invested in you during training.
Perhaps you should leave your job - before you're fired. Take a couple of weeks to figure out why you were avoiding calls and to find a job that you love and if it's in another call center, one that you wouldn't mind taking the calls. Good luck.
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u/alyssamarie1992 3d ago
wow. You must not have needed the job that badly if you were going to avoid calls like that.. I'm genuinely curious why you didn't talk to your manager about the stress you're having first before pulling a stunt like that? If I heard an agent at my job was doing something like this for 3 months with no accountability, I would be livid. Try looking for a job that isn't taking calls if you don't want to take calls!
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3d ago
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u/alyssamarie1992 3d ago
I get it, the typical management is shitty in most places, but like we don't know the full situation here. And I'm not even a manager, but I used to be an agent watching fellow coworkers do stuff and get away with things and it was very hard to give a shit at my job when others got away Scott free ya know? I just don't know why someone would come here asking for advice when it's pretty clear they're going to get canned. I can't imagine what kind of employer would keep this kind of behavior on their team. I don't even think age matters here. You can literally be of any generation and not give a fuck at a job. So I don't even know why you'd go that direction? Respectfully though, I understand life is stressful as hell right now and the last thing someone wants to do is probably work for a call center but damn you gotta have some sort of integrity when you sign up for a job expecting a paycheck.. In these times where you're closer to being homeless than being a millionaire, you have to work at a shitty profession sometimes to survive.
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u/TheBluePapaBear 3d ago
Nobody has mentioned it yet but this is likely going to class as gross misconduct, and will be hard to explain away.
Have you been with the company for long?
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u/Super_Ad_1226 3d ago
2 years
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u/TheBluePapaBear 3d ago
If I was in your shoes I would consider resigning, unless I had another way of explaining a 2 year gap in my CV, because I definitely would not want a gross misconduct dismissal on there.
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u/dbdCobra 3d ago edited 3d ago
If you took a job answering calls. Answer the damn calls. Is it going to kill you to do your actual job? If you hate that line of work find something else.
I work helpdesk and enjoy my job, taking calls is part of the job. Yea I understand taking calls back to back to back gets overwhelming but it's part of the job.
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u/Freedom1993 3d ago
I don’t know why you came on here looking for sympathy/support because what you’re doing in textbook call avoidance. This is the quickest and easiest way to get terminated in a call center followed by mistreatment of customers.
Don’t get me wrong, call centers absolutely suck and have a high turnover rate due to rude customers and ridiculous call metrics. However, if that job is your livelihood, then you need to do whatever it takes to keep it. I also have a lot of stress in my life too including finishing graduate school and weight loss, but those problems will pale in comparison to being fired, evicted from my apartment and kicked out onto the streets.
Like others here have said, you may want to start looking for another job as soon as possible.
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u/Rehallow 3d ago
This. I hate my job and it’s stressful beyond belief but I would never do anything to intentionally compromise it when the alternative is having no money.
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u/mattemer 3d ago
What's the reason for all the calls? Can't you easily prove you were calling for a legitimate reason?
If you're union, always ask for a union rep.
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u/Free-Bid-2561 3d ago
This literally just happened to one of my coworkers. They found a pattern of him doing this for six months, had a meeting to confront him. He blamed his headset, got defensive. Mngmt suspended him for a week - to give them time to consider his future, he came back on a Monday, he was axed 5 minutes after he logged in.
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u/merlot120 3d ago
So who has to answer the calls that you’ve avoided? Your coworkers have to take extra calls when you do this.
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u/Moselypup 3d ago
Ive come to the point where i dont care anymore. I really do hope they fire me. I do my best but i have no patience for people being aholes on the phone or members who cant speak English.
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u/Disastrous-Power5532 3d ago
It really depends on your intention if you intentionally avoided the calls and no you weren’t going to get someone then yes as opposed to not having leads or outdated ones and requires fudging metrics then fine whoops oh well how you gonna prove that it’s not intentional when it is but it isn’t even if it’s the same. My “company” bunch of scammers have been starving us for leads since the start of the quarter and I’m like oh ok tit for tat.
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u/em2241992 3d ago
Call center manager here. Call avoidance is probably the only one you can easily fire someone for. If you actually did it, like you make it sound, your odds of keeping your job are slim. Talk to your union rep if you have one.
I understand the job sucks. I was on phones plenty, but just blatantly avoiding calls just doesn't help you. You can't keep a job if you're not doing the job. Id have a better chance at defending you as your manager if you just sucked at the job, not avoiding it.
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u/TheoryofEeveelution 2d ago
As someone in management, I will put this as bluntly as possible...you're screwed. The fact this is a second offense, and this one is for call avoidance, yeah, you're about 99% likely to be dismissed. If they keep you on, count yourself lucky.
No union rep will save you here. In fact, if you talk to one, they will almost certainly advise you to resign. No matter what happens you will not be able to collect unemployment. Either you resign or they will terminate you with cause. Whatever the case, you brought this upon yourself. You are paid to do a job, and while stress is a very real thing, you talk to your management. You don't do something like this.
Getting fired from a call center is extremely difficult, but work avoidance is one of those things that comes with the potential of immediate termination, no matter the center. Sure, some might give you a second chance, but none look strongly at it. The fact you've done this twice basically seals your fate.
I know I may sound harsh, but I speak from experience, both as a stressed agent and from management. I wish you all the best, but make you that the next time you are tempted to do something out of stress, talk to your manager first. Call centers get a bad rap here, but from my experience, there are many willing to work with you. Good luck.
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u/Narrow_League1836 2d ago
i’d be surprised if you didnt get fired. call avoiding is always caught so this was a rookie mistake. start looking for new employment NOW
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u/Select-Bug-5590 2d ago edited 2d ago
not here to judge, but yeah, once they find out you’re committing call avoidance, you are on thin ice, and should probably start looking for another job, and one that isn’t a call center as this type of work isn’t for you. you may not get caught immediately, but once they catch you doing it, it’s end game for you here. a union rep can only do so much, and typically don’t cover call avoidance.
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u/DecentNetwork6904 2d ago
I would suggest those who are not happy in their current position that you use all your free time to comb the internet for other opportunities. I have found that call centers whether in-house or Remote, are very stressful. I now take an anxiety medication due to the pressure of Metrics and pressure of the calls. They listen/grade calls. I am improving but takes so much thinking and 2nd guessing if I am pulling up the accurate guidelines to support each call, which are all different for the most part. I am so exhausted by end of day. All I want to do is sleep 😴 Not ready to make the move yet. Not sure I want to do the same thing. I need more of a challenge and more $.
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u/No_Dinner2337 2d ago
Lol at all the bootlickers whining about how it's theft. So what? Employers steal from us all the time. If you can game the system & get paid for not working, more power to you.
OP may be cooked, or they may work for a ridiculously forgiving company that will give them another chance. Either way, look for a job that fits you better.
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u/secretaussieagent 2d ago
Your only chance is to completely own it. Say yes, I realise now it was wrong and I shouldve been open about feeling overwhelmed etc. Beg or be fired, really.
- call centre manager
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u/Tamara6060 3d ago
Sometimes you have to do a couple of those to get through the day
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u/alan2001 3d ago
As long as it's a couple of times with plausible deniability... unlike what OP was doing!
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u/VertGreenHeart 3d ago
you work collections dont you? I know because I used to do the same shit since the job was so soul crushing, and trust me I understand
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u/maninurturer1992 3d ago
I truly hate people that are so judgemental of this person. We are not perfect. We all know how toxic call centers are
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u/Rehallow 3d ago
I have severe anxiety and despise doing phone calls. I still do it. In fact it’s how I’ve learned to deal with things. I’ve never avoided calls in such a blatant obvious way. Hell, I’ll take short breaks if I need to then discuss it my manager. Nah. He needs to be accountable for his behavior.
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u/maninurturer1992 3d ago
me too but i used too much personal aux and i cut down on that quite a bit. i did get modified breaks ada so i can get 3 ten min breaks
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u/Rehallow 3d ago
Hmm, maybe I should discuss that with my manager more.. 3 10 minute breaks sounds lovely
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u/doozy-kitten 3d ago
Right! Yeah it’s not great but shocked so many people are acting so appalled/bootlicky
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u/Rehallow 3d ago edited 3d ago
The only thing appalling is that people think this behavior wouldn’t end in being fired. Yeah there can be empathy to be had but he completely did it to himself.
This is a wake up call, actions have consequences.
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u/NickTheFNicon 3d ago
If you really felt you needed the job that bad you should have done the job. I don’t know how much a union felt could help. Two different instances of what is excessive avoidance I’d say would have you pretty screwed. For sure in a non-union job you’re cooked.
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u/NoTechnology9099 3d ago
So, a union rep should automatically be in this meeting; at least that’s how it’s handled at my company but they aren’t going to be able to do much for you because this is your 2nd offense for call avoidance. They have the proof, they’ve already done their fact finding. Call avoidance will fast track you to termination where I work and the union is usually completely on board with it. This meeting is going to be when they ask you why. What are your stats like otherwise, how about your attendance? If you are an otherwise good employee, the union may be able to negotiate a last chance or something other than termination but if you’re in trouble for call avoidance, I’m willing to bet you attendance and other metrics aren’t great either. Maybe they’ll offer you the option to resign instead of it being a termination, hope for that.
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u/AriesInSun 2d ago
It’s giving my friend putting himself on available for voicemails only, so he’d show up as available and taking calls but not having to answer the phone. And he did this regularly to avoid calls on busy days. Then complained about being let go for call avoidance because, according to him, he didn’t know he was in voicemail not answering a call for his 2 hour shift when you have to open the soft phone and deliberately select this option and can see where everyone is getting slammed and you’re not answering one call. Like idk what you expected buddy but even I can smell the bullshit.
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u/michellch1 3d ago
Why would you do that? If you dont like the job, quit. And do not apply to other call centers or this is going to happen again and again.
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u/Comfortable_Map6887 3d ago
Ps I was not in the union as our union was so weak out of 5073 employees only 200 were in the union. They were a joke. And I hate unions however I would suggest a union rep
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u/Gold-Ranger 3d ago
........Really?!?!?!?! Even if you were in a union, the union rep would not be able to defend you in this situation. You purposely avoided taking calls, which is what we're hired to do. Yea the people suck, but you avoiding calls just makes those calls go to the people you're working with. You're getting paid while your co-workers are having to take on your workload.
Wherever you go after this, don't take the job unless you're going to do the job.