Angard’s New Centralised Telephone System

[NW11851]

According to a recent email, one of the things which they would greatly prefer is that I call in from a phone number that they have on file.

My question is this:
As calls arrive, can the recipient see, in advance, who is calling, or does their system only advise them when they have ‘clicked to answer’. In other words, at what point in the sequence of events died Caller Line ID kick in?



If they are answering the calls, sight unseen, as it were, then there would be a more random nature to the allocation of shifts.

I find it amazing (really?) that whenever I received a shift, when I go in, there are invariably the same group of sorters in place.

Perhaps I am being suspicious or, naive. I would hope that there is s level playing field recshift allocation but I am beginning to doubt it.

[intelligentsia]

All modern call centre technology nowadays will have the caller’s number clearly displayed on the computer screen in front of the recipient. Since Angard is part of reedglobal.co.uk?, a huge employment agency outsourced by many companies they will have all your shifts to date in a matter of seconds on their computer screens. This is what I was told by a Angard call centre operative who has since left! I have spoken to many others but you get fobbed off with the usual talk about the “rules” which are never adhered to by the Mail Centres.

In terms of fairness in giving people shifts, it is rotten and corrupt to the core.

RM Managers/supervisors at mail sorting centres ring a small number of so called FAVOURITES DIRECTLY! That is why you will see certain staff always there!!! This has been going on for years and will never change! NEPOTISM RULES PERIOD no matter what the pr is or what you have been told about the latest “fair” system. It happens all over but in disingenuous, inbred and parochial Devon it’s appalling. I have kept a diary of all these pre bookings of so called favourites for years. Happens regularly. Angard don’t like it because operatives get bonuses/commission from RM as to how many people they refer to a particular mail centre but...?

All modern call centre technology is bypassed. There is never any HONESTY. Attitudes must change!!!
NW11852 you are most naive

[NW11851]

LOL I surmised as much. I’m certainly not naive, esp. where Angard are concerned.

I would love to know how, when I call within 4 seconds after the text has been received, why I am placed on hold for 3 minutes and then told “All shift now full”.
It’s simply not possible unless the MC only wanted a couple of staff.

Managers do occasionally ring me direct - but only to ‘cut and tip’. Our Eastern-origin ladies won’t do that work.

Oh well. Back to the one shift every 1 to 3 weeks until they get really desperate or next Christmas comes round.

[intelligentsia]

LOL I surmised as much. I’m certainly not naive, esp. where Angard are concerned.

I would love to know how, when I call within 4 seconds after the text has been received, why I am placed on hold for 3 minutes and then told “All shift now full”.
It’s simply not possible unless the MC only wanted a couple of staff.

Managers do occasionally ring me direct - but only to ‘cut and tip’. Our Eastern-origin ladies won’t do that work.

Oh well. Back to the one shift every 1 to 3 weeks until they get really desperate or next Christmas comes round.

Hello,
As an ex Angardee and having had many conversations with call centre operators you should realize the following:
*texts are sent out in batches during the day. One call centre operative told me she sent out 5 batches of texts, each batch consisting of around 10-15 people from 8am through to 1730h to get some people who prefer lates and fill quotas!
*the last batch of texts tries to pick up some of the late preferences and the night shifts
*the chosen few as asked for by the Mail Centre Manager WILL ALWAYS BE CALLED FIRST!
*It does not matter how quickly you reply if you are last on the list the shift has already been filled
*Once the quota is reached ALL NUMBERS ARE KEPT ON HOLD and when you eventually get through you are given the stock phrase, “All shifts full” says the automated voice!
*Sometimes call centre staff will switch off phones at their desk 10-15 minutes before they themselves knock off and put
the automated answering machines on...
...and so it goes on and on and on... I personally suffered some 8 years of this dreadful behaviour before my pension came through...