Teleperformance observatory

I would like to just raise an issue I am having at a campaign and managers at TELEPERFORMANCE!

I am very disturbed and don’t know how to say this .

I’m an employee on NBrown JDWilliams .

I don’t even know where to start

This is the first incident -So the 1st week when I came to floor , TL Riyaaz Khan told me to take calls , I felt sick the whole week and I never felt right to talk to customer and that’s what I told him - he then called me to his desk and gave me an insubordination. I then was forced to take calls on the same day and since then I took calls for a whole month - 2 weeks ago I moved back to chats-online .

Second instance - I stayed home and was awol twice and absent twice aswell ,but have notified my TL Shakienah Dantu of all the incidents.I was being discussed amongst the other TLs and obviously you just get that feeling when you’ve been spoken about and looked at all the time . I was given a verbal warning . I was then again absents and I notified my manger because of personal problems - Then TL Rochelle Goliath came and sat with myself and gave me a final end of line discussion - I accepted it and moved on , obviously I have so many emotions .

Third instance- On Sunday 26th I was again absent because my daughter had a tight chest , brought a doctors note and phoned in to teleperformance, bear in mind for the previous times I was absent I phoned in the absence line screenshot all my evidence and informed my TL Shakienah Dantu .

Shakienah Dantu went on maternity leave and I was put into another team . My new TL name is Mogamat Raees Williams . Today he sat with me and told me I had 86 missed chats ! I was so furious and very frustrated, because I know the consequences of missing chats and I know the customers I speak to and what I do or did for them . I know that you cannot close a chat on a customer because that will bring you into trouble. We then sat and went through all my “apparently missed chats” and I told him that I know I helped the customers and I never closed the chats on them . He then sent a letter/form to HR for next steps and that I have to go into a disciplinary hearing . When our meeting was done Mogamat Raees Williams then told me to take a short break and think about what I’m going to do . When I came back onto the floor he then called me with another TL Taariq Lenored and told me have I decided what am I going to and they asked me if I spoke with my mom and husband - to me it seemed like they wanted me to say “ agh it’s okay I’m going to resign” but instead I told them I will take the disciplinary steps and he then looked at me with surprise and said I should go sit by my desk and I shouldn’t take any chats .I was crying and I felt very sad because they are trying to work me away . I could feel all the TLs on NBrown how they watched me , approached me , watch what I do . They literally went to go look for something to send me to a disciplinary.

When my manager Shakienah Dantu was still on the floor and I asked her for help - she would like ignore my messages on teams and tell me “it’s fine I know the things I must just do it”. Bear in mind I’m only 2 months on the floor.

The 1st week when I went to the floor and the incidence when I took calls - the second day I was struggling and asking for help , I was literally crying on the phone and the customer said to me that can’t I ask another person to help me and I told her nobody wants to help me and she said that she is going to report this and phone in tomorrow again . I told her that this is my first time on calls and she understood me . I was working a 12-9 and the call came through at about pass 8 , bear in mind that transport leaves at 9:20 - TL Riyaaz Khan & TL Taariq Lenored was on the floor but Taariq was still an agent at the time and I asked Riyaaz Khan for help and he told me that he couldn’t take my calls I should speak and help the customer . The customer told me that she would phone in tomorrow and then she dropped the call about 9:18 I ran so fast for the transport that it almost missed me by 2 minutes . I was referred to ask Nelson aswell .

My new TL Mogamat Raees Williams - I asked him for help aswell and he just doesn’t help me , I asked him to do a code x for me - that’s a refund back to the customer and his respons was he doesn’t have access , so I had to ask another TL to do it for me , I then asked him if I should put it in my diary notes on the customers account that I’m going to put in “sent code x off to TL R.W and he said no , never put my name in your diary notes . I think they removed the last parts of my chats because how can I leave the chat in the middle of a conversation I’ll never do something like that , but when they put in all my ticket numbers it shows that the chat dropped in the middle of the chats .

I then came into work for the disciplinary hearing and I sat for about 4hours , I then emailed my TL and HR to say that I was sitting their since the time my disciplinary started , no1 got back to me or emailed me back , I then got up and left , then emailed me the same day a few hours back saying they were busy I had to just sit and wait , like don’t I also have things to see to .

I was unfairly treated !!! And there was always favouritism .

Someone needs to do something about these CALL CENTERS AND TL’s !! They make you a TL for a reason to help the agents !