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Great expectation on call scores. Focus is only on and for the Exceptional call the Great Great anything less is looked down upon no matter how good it was. Calls are fast back to back and we can easily take 100 or more a day. Very stressful at times. There is not enough emphasis on the good qualities of the call strategy leaving some feeling as if the goal is just not worth it I’ve seen people go home crying from the stress angry or just sad. Taking away incentives Not A Very Good Idea. Managers need to be on the same page there is so much miscommunication on the floor.

Lack of empowerment, most senior managers are micro managers, bureaucratic culture, not experts on client management, benefits targeted to millennials not existent.