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Ahyanc Posted 16 years ago
Letter Writing
Letter of explanation regarding an accusation
I'm requesting some help in composing an explanation letter regarding a company concern... I have a lot to say but it is a bit hard to create a letter that will explain the situation without sounding accusatory (w/ regards to the cluster's boss) while at the same time sounding professional still...
Here it goes...
The boss of our cluster accused me and several other members of our team that we have knowingly and continuously violated major company policies. First thing is that he accused me of deliberately ending several customers' calls on the line and tagging it as an abandoned call. The second issue is that I deliberately toggled buttons in our AVAYA phone to not receive calls during periods that ranges from 10mins to 2hours total. According to his 'evidence' (which is questionable bec our team captain was not informed of where the info came from) I moved from DISCRETIONARY BREAK w/c lasted for less than a second to ACW (after call work - used when the documentation of the call is not yet finalized even after the call ended), this toggling from one state to the other will cause me not to get a call and will severely affect my statistics. This kind of device manipulation causes the representative to not get calls and will affect yours statistics in a positive yet illegal way. That kind of manipulation will call your average call time to drop. This is impossible for me because my average call time is a lot higher than the average one... we have to meet a certain average (700-800 something seconds, I'm averaging 1000 to 1200 for the past few weeks now). Also when I checked the record that they provided as evidence, some information that it contains does not match the information that I have regarding my calls these past few weeks. Just one example of this is that the number of calls that I have received at the days mentioned does not match the report that they have sent before. There are also discrepancies on the screenshots provided and the actual records of my call.
Anyways, I'll be grateful for any help you guys can provide! : D thanks again...
Here it goes...
The boss of our cluster accused me and several other members of our team that we have knowingly and continuously violated major company policies. First thing is that he accused me of deliberately ending several customers' calls on the line and tagging it as an abandoned call. The second issue is that I deliberately toggled buttons in our AVAYA phone to not receive calls during periods that ranges from 10mins to 2hours total. According to his 'evidence' (which is questionable bec our team captain was not informed of where the info came from) I moved from DISCRETIONARY BREAK w/c lasted for less than a second to ACW (after call work - used when the documentation of the call is not yet finalized even after the call ended), this toggling from one state to the other will cause me not to get a call and will severely affect my statistics. This kind of device manipulation causes the representative to not get calls and will affect yours statistics in a positive yet illegal way. That kind of manipulation will call your average call time to drop. This is impossible for me because my average call time is a lot higher than the average one... we have to meet a certain average (700-800 something seconds, I'm averaging 1000 to 1200 for the past few weeks now). Also when I checked the record that they provided as evidence, some information that it contains does not match the information that I have regarding my calls these past few weeks. Just one example of this is that the number of calls that I have received at the days mentioned does not match the report that they have sent before. There are also discrepancies on the screenshots provided and the actual records of my call.
Anyways, I'll be grateful for any help you guys can provide! : D thanks again...
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