I can only speak for the contract that I work on, the Systems Response Center out of Fairview Heights. I've heard better things on some of the other contracts, however it's important in my mind to note the negligence that upper management holds as they are responsible for their middle management that causes the SRC to be such a miserable place. The call center floor behaves roughly like a high (or even middle) school, where supervisors pick their favorites and give bonuses and shifts based on their favorites. These same supervisors enjoy socializing outside of work, and making sure those they exclude are aware that they have been excluded, further encouraging the feeling of a high/middle school atmosphere, and breeding resentment on the call center floor.
When concerns are brought to the manager, especially if they're towards favorites of his, these concerns are disregarded, or employees are told "we're aware of it, we're working on it," but nothing ever seems to happen. Management seems to prefer to compromise than to make decisions. On top of that, the manager is mostly ignorant of what is happening on his floor, as he generally stays in his office and prefers not to get involved, allowing the leads on the floor to do as they please.
Going to HR wasn't helpful, because the person that had most of the authority wasn't local, and the local representative wasn't given the authority to assist beyond acting as a mediator.
Overall, the feeling when working at the SRC is one of oppression, where you're thoughts and opinions don't matter, management cares only about numbers, there's no sense of team, and it made me question every day whether or not the paycheck was really worth it.
