I work for a call center in Nevada. I help people over the phone. The program I work for is relatively new. Its a pilot program that's only been around for a few months. Ive been working there for about a month. I've helped quite a few Spanish speaking customers since I've started. The other day I recieved a mass email from my employer stating that agents were absolutely not allowed to help guests in Spanish.
I've really been struggling with this because as the daughter of immigrant parents I have always prided myself on going above and beyond to help those who do not speak english. I see my mom and dad in every person I help who doesn't speak English. It breaks my heart when someone calls and hears me say my super mexican name (I used to say it with the proper accent, but now I try not to in order to not draw attention to my Spanish speaking skills) and I have to tell them "oh I'm so sorry, I don't speak Spanish but I will help you as best as I can."
I have asked my supervisors why this rule is in affect and they said that it is because they have to pay us more if we are bilingual. They said the program is still so new that they haven't been able to create any "Bilingual Representative" positions. They said that this might be an option in the future but until then, we are absolutely not allowed to speak Spanish. Is this all allowed? It just honestly feels weird and icky to me. Do I just need to get over it?
Tldr; I work for a call center in a relatively new program. My boss sent out notice that the representatives are not allowed to help customers in Spanish. Are they allowed to restrict that?
Written By: thinkertink
Source: http://bit.ly/2Go3Gac
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