Got a CSR fired today from my office :(

[altonb1]

Originally posted by: daweeze02

Originally posted by: mugs

Originally posted by: daweeze02

Originally posted by: markgm

Originally posted by: daweeze02

Originally posted by: zoiks
umm.. Did they ask him why he was logged on with someone elses credentials.

Yes I asked him and he said he forgot his password. But according to the call recordings that I listened to, he has been using another persons login for 2 months now and not once has come to us to reset his password. And I reset passwords on a daily basis, so he had excuse.

Well if he had an excuse, why did you fire him. :laugh:

It would have been an excuse if he forgot it today or even the day before, but he has had 2 months to let us know that he forgot his password. But instead he decided to ask someone else to use there computer login. This is a major issue because some people have access to very important files on the network.

Why didn't they fire the person who gave him their login and password?

That person I think is getting written up. As of right now they are still working, they are going to be dealt with at the end of the day.

Both should be fired.

A couple of years ago, we had an employee and a contractor fired. The husband was an employee, and the wife was a contractor working in an entirely different part of IT. The wife was on-call and got paged. she wleft her house and went to the office, and I guess she had forgotten her badge or something so she just used her husband's badge to get into the bldg. He was fired for not keeping his badge secure and SHE was fired for using another person's ID to access the site. Even though she normally had access there, anyway, it was still a security breach as far as the company was concerned.

 

[Dacalo]

Originally posted by: altonb1

Originally posted by: daweeze02

Originally posted by: mugs

Originally posted by: daweeze02

Originally posted by: markgm

Originally posted by: daweeze02

Originally posted by: zoiks
umm.. Did they ask him why he was logged on with someone elses credentials.

Yes I asked him and he said he forgot his password. But according to the call recordings that I listened to, he has been using another persons login for 2 months now and not once has come to us to reset his password. And I reset passwords on a daily basis, so he had excuse.

Well if he had an excuse, why did you fire him. :laugh:

It would have been an excuse if he forgot it today or even the day before, but he has had 2 months to let us know that he forgot his password. But instead he decided to ask someone else to use there computer login. This is a major issue because some people have access to very important files on the network.

Why didn't they fire the person who gave him their login and password?

That person I think is getting written up. As of right now they are still working, they are going to be dealt with at the end of the day.

Both should be fired.

A couple of years ago, we had an employee and a contractor fired. The husband was an employee, and the wife was a contractor working in an entirely different part of IT. The wife was on-call and got paged. she wleft her house and went to the office, and I guess she had forgotten her badge or something so she just used her husband's badge to get into the bldg. He was fired for not keeping his badge secure and SHE was fired for using another person's ID to access the site. Even though she normally had access there, anyway, it was still a security breach as far as the company was concerned.

Double whammy for the couple.

 

[kyzen]

At the call center where I work, employees on the phones are paid by login; i.e. if they are logged into their system for 8 hours, they get paid for 8 hours. If they log in as somebody else, that somebody else is getting paid, and the original person is getting fired for not showing up.

 

[ch33zw1z]

at least you caught it before others started doing it. info for next time

 

[daweeze02]

Well guys I went ahead and got the program Userlock and put it on 100 workstations so far and man are the emails flowing in with people trying to login to multiple workstations. I swear they play musical chairs out there.

 

[mzkhadir]

Give the person a severe warning. Send out that email to the whole department.

 

[daweeze02]

Originally posted by: mzkhadir
Give the person a severe warning. Send out that email to the whole department.

Well by the look of the notifications I am getting from Userlock we wouldnt have an admin dept left if I told my boss how many people were not logging off there earlier workstation and trying to sign onto another. Our sales dept doesnt do this only our admin(csr) dept. They are kinda retarted too

 

[aidanjm]

Originally posted by: daweeze02
Well me and another guy are the 2 network admins for our callcenter and we have a QA team who monitors all of our calls. When someone logs in to the computer and answer's a call it is tagged with there unique ID. Well some calls were getting crossed and we were not sure why until I went to the guys comp and saw he was logged in with someone elses computer login. Now the owner and my boss are firing the guy and sending a huge memo to the whole dept. Because the QA team cannot find the calls for people when they do this and then they come to me telling me the phones are recording wrong, and we both spend time trying to fix something that is not broken. Feel free to add any stories of your own.

BTW we never caught this before because the person would ge gone for the day by the time I ever found out the calls were getting crossed. And then the QA team wouldnt monitor that person for another week and so on. Plus we have about 300 employees.

did you bother asking why he was using someone else's login? I once worked as a CSR at a company so disorganized that it failed to provide new employees with working logins, so CSRs were forced to "borrow" other people's logins to be able to work.

 

[aidanjm]

Originally posted by: daweeze02

Originally posted by: zoiks
umm.. Did they ask him why he was logged on with someone elses credentials.

Yes I asked him and he said he forgot his password. But according to the call recordings that I listened to, he has been using another persons login for 2 months now and not once has come to us to reset his password. And I reset passwords on a daily basis, so he had excuse.

Firing an employee for losing his login and using someone else's is just about th emost idiotic thing I have ever heard. How much do you think it cost to train that emploee?: And how much do you think it is oging to cost to locate a replacement, train the replacement, and then wait until the replacement picks up an equivalent knowledge and skill level (to the perosn you've just fired)..?

 

[Specop 007]

Originally posted by: altonb1
Both should be fired.

A couple of years ago, we had an employee and a contractor fired. The husband was an employee, and the wife was a contractor working in an entirely different part of IT. The wife was on-call and got paged. she wleft her house and went to the office, and I guess she had forgotten her badge or something so she just used her husband's badge to get into the bldg. He was fired for not keeping his badge secure and SHE was fired for using another person's ID to access the site. Even though she normally had access there, anyway, it was still a security breach as far as the company was concerned.

Damn thats rough. Seems a bit silly to me really.

 

[kranky]

Unfortunately, these days you can't make allowances when people violate company policies.

If you say it's grounds for termination if you use someone else's ID, then you better terminate every single person who does it. If you don't, because you want to make an exception, then you'll be sued because you "singled out" someone for punishment. Anytime you don't do something exactly the same way, you are taking a chance that you will be sued for wrongful termination or discrimination.

If it wasn't for that, I think companies would be much more understanding in special circumstances. What makes perfect sense in the real world doesn't sound the same way in court.

 

[daweeze02]

Originally posted by: aidanjm

Originally posted by: daweeze02

Originally posted by: zoiks
umm.. Did they ask him why he was logged on with someone elses credentials.

Yes I asked him and he said he forgot his password. But according to the call recordings that I listened to, he has been using another persons login for 2 months now and not once has come to us to reset his password. And I reset passwords on a daily basis, so he had excuse.

Firing an employee for losing his login and using someone else's is just about th emost idiotic thing I have ever heard. How much do you think it cost to train that emploee?: And how much do you think it is oging to cost to locate a replacement, train the replacement, and then wait until the replacement picks up an equivalent knowledge and skill level (to the perosn you've just fired)..?

I guess you didnt read the entire thread. He has been using someone elses login for 2 months now and never bothered to ask anyone to reset his password. Plus using someones credentials around here is like using someones atm pin number we take it very serious. Also we are a callcenter we lose people daily and hire people daily. So please read the thread in entirely before you post

 

[GrammatonJP]

Thats gotta suck.. do you know if he was pretending to be that person also or just using the login..

 

[SagaLore]

You are soooo getting sued. Do you have written documentation stating your user account and password policy? Did you perform due diligence to prove everyone is aware of the policy?

 

[daweeze02]

Originally posted by: SagaLore
You are soooo getting sued. Do you have written documentation stating your user account and password policy? Did you perform due diligence to prove everyone is aware of the policy?

We are not getting sued, everyone signs a computer usage policy which states users are not allowed to give out there passwords etc etc.

 

[aidanjm]

Originally posted by: daweeze02

Originally posted by: aidanjm

Originally posted by: daweeze02

Originally posted by: zoiks
umm.. Did they ask him why he was logged on with someone elses credentials.

Yes I asked him and he said he forgot his password. But according to the call recordings that I listened to, he has been using another persons login for 2 months now and not once has come to us to reset his password. And I reset passwords on a daily basis, so he had excuse.

Firing an employee for losing his login and using someone else's is just about th emost idiotic thing I have ever heard. How much do you think it cost to train that emploee?: And how much do you think it is oging to cost to locate a replacement, train the replacement, and then wait until the replacement picks up an equivalent knowledge and skill level (to the perosn you've just fired)..?

I guess you didnt read the entire thread. He has been using someone elses login for 2 months now and never bothered to ask anyone to reset his password. Plus using someones credentials around here is like using someones atm pin number we take it very serious. Also we are a callcenter we lose people daily and hire people daily. So please read the thread in entirely before you post

I'll say it again: firing him was idiotic. I know how call centers work, call centers with high staff turnover typically
1) treat their employees like sh1t, and
2) have high costs associated with constantly having to train new employees

Please read my post again (and perhaps ask someone for assistance with comprehension) before you post.

 

[SagaLore]

Originally posted by: daweeze02

Originally posted by: SagaLore
You are soooo getting sued. Do you have written documentation stating your user account and password policy? Did you perform due diligence to prove everyone is aware of the policy?

We are not getting sued, everyone signs a computer usage policy which states users are not allowed to give out there passwords etc etc.

Oh okay. That means you practiced due diligence.

 

[daweeze02]

Originally posted by: aidanjm

Originally posted by: daweeze02

Originally posted by: aidanjm

Originally posted by: daweeze02

Originally posted by: zoiks
umm.. Did they ask him why he was logged on with someone elses credentials.

Yes I asked him and he said he forgot his password. But according to the call recordings that I listened to, he has been using another persons login for 2 months now and not once has come to us to reset his password. And I reset passwords on a daily basis, so he had excuse.

Firing an employee for losing his login and using someone else's is just about th emost idiotic thing I have ever heard. How much do you think it cost to train that emploee?: And how much do you think it is oging to cost to locate a replacement, train the replacement, and then wait until the replacement picks up an equivalent knowledge and skill level (to the perosn you've just fired)..?

I guess you didnt read the entire thread. He has been using someone elses login for 2 months now and never bothered to ask anyone to reset his password. Plus using someones credentials around here is like using someones atm pin number we take it very serious. Also we are a callcenter we lose people daily and hire people daily. So please read the thread in entirely before you post

I'll say it again: firing him was idiotic. I know how call centers work, call centers with high staff turnover typically
1) treat their employees like sh1t, and
2) have high costs associated with constantly having to train new employees

Please read my post again (and perhaps ask someone for assistance with comprehension) before you post.

Why should I read your post again, we have a policy and this is the first time we have had to enforce it and I felt bad, but if we didn't follow through it the first time later down the road if we catch someone again, they could say well you didnt fire so and so, why can't I have a second chance.

 

[Accipiter22]

Originally posted by: zoiks

Originally posted by: daweeze02

Originally posted by: zoiks
umm.. Did they ask him why he was logged on with someone elses credentials.

Yes I asked him and he said he forgot his password. But according to the call recordings that I listened to, he has been using another persons login for 2 months now and not once has come to us to reset his password. And I reset passwords on a daily basis, so he had excuse.

I think a warning would be better deserved. Firing the guy seems too harsh.

yah. YOu fulfilled your obligation by telling the higher-ups....but they kinda went overboard there..

 

[daweeze02]

Originally posted by: Accipiter22

Originally posted by: zoiks

Originally posted by: daweeze02

Originally posted by: zoiks
umm.. Did they ask him why he was logged on with someone elses credentials.

Yes I asked him and he said he forgot his password. But according to the call recordings that I listened to, he has been using another persons login for 2 months now and not once has come to us to reset his password. And I reset passwords on a daily basis, so he had excuse.

I think a warning would be better deserved. Firing the guy seems too harsh.

yah. YOu fulfilled your obligation by telling the higher-ups....but they kinda went overboard there..

Yes if it was me I wouldnt't have fired him, but I am not the owner so there is nothing I could do.

 

[Accipiter22]

Originally posted by: daweeze02

Originally posted by: Looney
Don't you guys have passwords for each login?

Yes, he asked the other person for there login credentials.

and they gave it to him???? fire em both if you're going to fire the one

 

[daweeze02]

Originally posted by: Accipiter22

Originally posted by: daweeze02

Originally posted by: Looney
Don't you guys have passwords for each login?

Yes, he asked the other person for there login credentials.

and they gave it to him???? fire em both if you're going to fire the one

I understand where you are coming from but again I had no say so. I do know the other person did get written up, but thats all I know.

 

[Lonyo]

Originally posted by: daweeze02

Originally posted by: mzkhadir
Give the person a severe warning. Send out that email to the whole department.

Well by the look of the notifications I am getting from Userlock we wouldnt have an admin dept left if I told my boss how many people were not logging off there earlier workstation and trying to sign onto another. Our sales dept doesnt do this only our admin(csr) dept. They are kinda retarted too

Indeed they seem to be.

 

[aidanjm]

Originally posted by: daweeze02
Why should I read your post again, we have a policy and this is the first time we have had to enforce it and I felt bad, but if we didn't follow through it the first time later down the road if we catch someone again, they could say well you didnt fire so and so, why can't I have a second chance.

why did you even take this to your higher-up/ management? You could have resolved it quietly yourself - just let him know what he is doing is not OK, and re-issue his login/ password.

 

[aidanjm]

Originally posted by: Accipiter22

Originally posted by: daweeze02

Originally posted by: Looney
Don't you guys have passwords for each login?

Yes, he asked the other person for there login credentials.

and they gave it to him???? fire em both if you're going to fire the one

if a friend asked for your login details, as if you wouldn't give them. what are you going to do, be an uptight freak?