Call centers have turnover rates anywhere from 30-something percent to 40-something percent. It's rough. The agents usually have little to no computer literacy, and a few even have trouble starting a GTA. I've had agents take 30 minutes to start a GTA before. THIRTY MINUTES! A bad agent or bad call can break your day, or at the very least, give you a headache.
People who are promoted to level 2s are based on seniority, not competency exactly. They usually get to stand around more and do nothing. Or they come and help, say a few things, then they did their job. You have to ask a level 2 for help first, of course, to optimize their laziness. Only THEN can you escalate a call to level 2 or level 3. A few act so high and mighty because they are a level 2 and make 50 cents more per hour (11.00 instead of 10.50). Even the level 3s sometimes don't take detailed notes and also sometimes don't like to take calls -- once, they left early one day for a holiday weekend.
Then there are those who get to do quality -- all they do is listen to a phone call and check mark on the sheet if you did what was stated on the rubric. Sounds difficult. The glory goes to those who are in the arena all day, not the critics.
The bonus structure took forever for them to implement, and even then, you have to get a 90-something or higher on every single quality. If you have a bad agent that takes up call time, your score can be ruined. The bonus structure seems like an excuse to say, "Well, they would get paid more if they just made sure they got the scores they wanted every time!"
You get an UNPAID 45 minute break, which sucks. 8:45 shifts increase burnout compared to a regular 8:00 shift.
Turnover costs the company a lot of money. Perhaps if the company paid their employees fairly, they could reduce the cost of turnover and SAVE money! You don't even get paid for holidays, and you have to wait to build PTO! Talk about outsourcing for CHEAP labor! The employees may respect the company more if they were paid right or could at least work just an 8 hour day. A place I interviewed at said, "Seems like they're underpaying you." Yeah. Underpaid. Glad to know I worked my butt off since age 16 to be at this place in life.
Oh -- the small parking lot they offer is usually always full, so you have to drive to the top of a parking garage and walk. They can't even give their employees more parking space near the building!
Employees are interviewing other places because of the low pay and the stress of working in a call center with demanding agents who have little to no computer literacy!
