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Capital One Bank / unfair treatment to staff

1 United States Review updated:

I’m writing on behalf of a family member who is absolutely destroyed now that capital one bank has taken over north fork bank. She is employed at a call center environment, with 60 plus calls waiting a day at minimum. With a service level of 30% when it’s supposed to be around 80% or higher. The minute one call ends, another one follows, without one second in between. Its non stop. They cancel morning breaks a majority of the time out of the week, it call volume is high. I feel It’s very essential that they receive all breaks due to the high call volume. The managers don’t allow u to have 2 seconds to your self. If there is a holiday or any given day where the calls are not as consistent there ready to send you home, using YOUR OWN voluntary unpaid time off. There’s a thing called compliance which you are required to reach a certain month to date average which is 93% or higher, and is nearly impossible due to reps having to limit each call to less than two minutes and two seconds, while assisting clients. Another issue is your penalized for using the restroom which is over there allotted time frame. You have to suffer if you are on the phone assisting a client and the phone call runs over into your lunch time which, for example is twelve noon and lets say the call ends at twelve ten, naturally your going to log off at twelve ten and return at twelve forty because your entitled to a half hour lunch break. Unfortunately at capital one bank because you went to lunch late you are considered late returning and it is deducted from your compliance. If we were to hang up on the customer it would be considered an auto fail, so they leave us no choice but to except it. The person that I’m speaking of is a very good employee, and has been working with the bank for three plus years. As we stated earlier she's been employeed with them ever since it has been North Fork Bank. She has never been written up or recieved any verbal warnings. She has kept a Great attendance and always meets the job requirements and expectations. I Come home every day and see this person mentally physically destroyed, this job is getting the best of her. It’s indescribable the amount of stress and depression this person has endured working with this company. This is not just a problem with this individual 80% of her co-workers have complained and I’ve decided to take further action in hopes to seeing some results. If neccesary, this person would be willing to give all her information to proceed further. thank you so much for your time, and i look forward to hearing from you.

Di
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Comments

  • Ec
      22nd of Nov, 2008
    0 Votes

    North Fork Bank customer service sucks!!!

    I now understand why it sucks.

  • Cl
      3rd of Mar, 2010
    0 Votes

    Unfortunately banks are just unethical. That's just the way they are. What are everyday sheep supposed to do about it? The government is every bit as much unethical. What are we going to do? Have a revolution and replace Capitalism with Communism. Nope that doesn't work either. I'm sure your family member is a good person at heart however really all she is doing is supporting a twisted system by working in it in the first place. It is sad this is true but in fact she is responsible too. She is responsible for supporting a twisted organisation. Really what she should be doing is taking her time to find another more ethical institution to work for. All the best to you and your family member... I mean it... I'm sure she's nice but she's got to take responsibility for her own welfare as no one else will do it. She is being used and at the same time she is contributing to her and societies's misuse. Her spirit is crushed because the system isn't spiritual. Time for her to move on.

    ;)

  • Jd
      16th of Mar, 2010
    0 Votes

    I understand! My wife go through the same thing at Capital One Call Center in Irving TX...

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