I work in a call center doing tech support. I've worked there less than a year but passed my probation period. I have done tech support before for and have worked as a call agent before (but never done tech support as a call agent before).
I had a call today where someone's computer happened to stop working during the call, and he was convinced I had done something to break it from my end. Though I explained to him, that even if I tried, I wouldn't be able to affect his computer as we only control the internet. After 30 minutes he still wouldn't believe me and just started yelling.
Regretfully, I hung up, but my manager found out and now I may be fired (UPDATE I was fired). I don't think this is fair as I was under the impression we could do this as others hangup in similar circumstances.
How can I smooth things over with my boss so I don't get fired?
In other questions I've received references to this question and think it's important to add some details.
The company repeatedly emphasized the importance of keeping calls short and this call was over the allotted time.
We were never given specific instructions on disconnecting calls, and even after speaking with management they were unable to provide official policy or guidelines.
The customer I disconnected from called in every day and always got the same answer, and after 30 minutes was not accepting that his question was out of scope of support. Additionally, it doesn't make sense that the rule is "never hang up" because what if someone called in to cancel all services but couldn't answer the security question.