Capital One Financial Corp
Call center staff denied breaks and penalized for lunch timing

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. It's 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 let's 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 employed with them ever since it has been North Fork Bank. She has never been written up or received 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 necessary, 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.

Company: Capital One Financial Corp
Country: USA

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