Vodacom Agents working from home

I got a call from a Vodacom agent on 08/25/2020 at 09:30 AM regarding my account and let's Just say I was not impressed.

The call pertains to my account which is in arrears. I understand this and I have received numerous calls about this. All the calls I have had have been cordial and respectful until now.

Firstly the agent called me and her background was so noisy and echoed every word I said that I never heard her name so I cannot reference her by name. There was also a baby in the background who was crying so when I tried to have a conversation with her, I couldn't even hear myself speak.

I asked her if there was a baby in the background and she said "Yes, we are working from home". So I asked if she is not in the position to make a professional call then why make the call? Especially since she tried to reach me a minute before I answered the call.

She then dropped the call. This to me means as an organization, you have pressured people to meet some kind of daily target, which in-turn compromises the quality of service. She clearly is not in the position to be fulfilling her duties but she has a target to complete.

Her attitude also tells me she is not afraid of the repercussions of her conduct and obviously none of the supervisors review the customer interactions because: a) she was not in a quiet environment, b) She had a baby in the background and c) she never completed the purpose of her call.

I am not one to mind getting calls from representatives of Vodacom especially at the moment as I have an account that is in arrears due to being currently unemployed. I have had a sketchy relationship with the organisation and I have found myself unhappy with your services but I am not in the position to cut ties due to being in areas.

I am not sure why I am surprised that a Vodacom Customer service agent was rude. When I worked at a company in Cape town (8th Floor – South Tower, 2 Heerengracht Street C/O Hertzog Blvd, Fores****, Cape Town, 8001) I used to hear the Vodacom agents talking about how they don't take *expletive* from customers. So it's in the company culture and quite frankly it is disappointing.