Extremely Rude Agent – No Help Given

I called today and spoke to Zanele Skhakhane, who was extremely rude and unhelpful. She refused to transfer me to a Team Leader, claiming all Team Leaders were in a meeting, and eventually hung up on me without resolving my issue. This is unacceptable behaviour for a contact centre agent. I expect urgent feedback on how this will be addressed. I am extremely disappointed with the service I received today from your agent, Zanele Skhakhane. She was rude from the start of the call, made no effort to assist me, and refused my request to speak to a Team Leader.

I was told that all Team Leaders were in a meeting, which is concerning for a contact centre environment where customers may require escalation.

The agent’s tone and attitude were unprofessional, and she ended the call without resolving my issue or even attempting to address it. This behaviour is unacceptable and does not reflect good customer service.

I believe this matter should be investigated, as her conduct is not suitable for someone in a customer-facing role. I expect feedback on the steps that will be taken to ensure such behaviour does not happen again.