My call center uses a good number of temps with the theory that if someone doesn't work out, they can be replaced. Realty is very different. However, one particular individual found out just how temp he can be.
CT (Clueless temp) had this attitude that he could do no wrong and that he was immediately management material. My escalation team (we assist the supervisors who are often on the floor) handles reports, among other duties, being sent to our claims department for claims to be reviewed. 90% of them end up being closed because the claim processed correctly and the reps who sent them just weren't paying attention. Among other things.
We do give a lot of leeway to the new reps because they're still learning. However, after being on the floor for 3 weeks, we were seeing the same requests from CT when everyone else who had been in his class stopped making the same mistakes after it was addressed a couple of times. We gave him professionally polite FYIs both directly to him and through his supervisor.
His response? That we didn't know what we were doing. Riiight. The guy who had been on the floor for less than a month knew more than my team, all of whom had been doing this job for at least 5 years. Then he said we were picking on him. That didn't go over too well either.
But that isn't what got him sacked.
Quality failed him on a call, not just a few marks off, but completely and utterly failed him. As an example, when his supervisor reviewed the call, she counted no less than 9 times that the caller asked for a supervisor above this guy before he finally transferred her to one of my teammates.
Supervisor coached CT about the call, and he said that he understood and won't do it again. That everything was okay.
While CT's supervisor is at lunch, he gets in touch with the VP over customer service, completely bypassing all of the management in between. Now I know the VP, she's an awesome lady you can go to if everything else you've tried has failed. In this case, she told him that he needed to resolve his issue with his supervisor since that's who would handle any of his quality issues.
Not happy with that response, he contacts the temp agency about the situation. The temp agency liaison backed the supervisor and VP.
Truly enraged, CT contacts the supervisor above the liaison with the demand, not request, demand of "You are going to put me in another position at the company since the call center is beneath me."
It wasn't a nicely worded request of "Is there anywhere else that I can be placed?" He demanded another position.
As a result, he is no longer in my call center. In fact he is no longer with the agency and is now on the Do Not Ever Hire list with both companies, which are good sized national companies.