Going over on Call Times, having too many escalations, hell I worked at a place where the CSRs would get written up for taking a bathroom break too long.
Frankly, the environment of some Call Centers easily trade blows with Amazon Warehouses for worker conditions; main difference is instead of the rigors of physical labor you get to be sedentary instead.
I was really hoping, they could use it to break both of us out of the trap. It didn't work. It's possible they didn't understand that's what I was trying to do. They were already pretty agitated and I was pretty frustrated. But I tried to make it clear I wasn't aiming it at them.
And each time their seeming fear and agitation preceded it by quite a bit. It was linked to us being unsatisfied with what they could offer us and asking to be escalated. And their inability to escalate at all.
They're left with the inability to solve the problems they're faced with, and no one of higher authority to pass those problems on to.
what alternative would you have recommended?
This was only after we were getting stonewalled and he was saying he wasn't allowed to escalate us.
Edit: To be clear, he was scared about us asking to escalate well before we mentioned anything about social media. That was a last ditch attempt to break through. The fear preceded any mention of social media.