How Should We Address Call Disconnections in Our Call Center Team?

One of the agents was found disconnecting the call, as reported by a call center employee. This incident has raised concerns about adherence to call handling protocols and professionalism within our team.

It is essential for all agents to understand the importance of maintaining call integrity and providing quality service to our customers. Disconnecting calls abruptly not only reflects poorly on the agent involved but also impacts our reputation as a customer-centric organization.

Moving forward, I kindly remind all agents to adhere strictly to call handling procedures and to conduct themselves with professionalism at all times. Failure to do so may result in further disciplinary action.

Your attention to this matter is greatly appreciated. Thank you for your cooperation in upholding our standards of service excellence.

Best regards
HR Department

Subject: Official Warning - Breach of Call Handling Protocol

Dear [Employee's Name],

It has come to our attention through our monitoring process that you have been found disconnecting calls prematurely while on duty. This action is a breach of our company's call handling protocol.

Firstly, we would like to remind you of our company policy that requires all call center agents to adhere strictly to the defined call handling procedures. This is crucial to maintain our service quality and uphold our reputation.

As per the rules, disconnecting a call without proper closure is considered unprofessional and is not tolerated. It directly impacts customer satisfaction and the overall performance of our team.

This email serves as an official warning for your actions. Any future incidents of this nature may result in further disciplinary action, up to and including termination of employment, as per the company's disciplinary procedure outlined in your employment contract.

We urge you to acknowledge this warning and take corrective actions immediately. Your behavior and actions should align with our company's code of conduct and ethics.

Please review the call handling protocol and make sure you follow it scrupulously. If you have any difficulties or need further clarification, do not hesitate to ask your supervisor or HR representative.

It is also recommended that you participate in our upcoming training sessions to better understand and perform your duties effectively.

We believe in your capabilities and hope that you take this warning seriously. Let's work together to ensure an exceptional service experience for all our customers.

Best Regards, [Your Name] [Your Position] [Your Contact Information]