Micromanagement! Understandably, having remote agents, a company has to ensure their agents are actually working. However, there has to be some level of trust in the employees hired. New hires need more support and less micromanagement. The high demands to do the job efficiently and thoroughly are hard to attain due to lack of time. Notating the entire call, ensuring you're following the procedures set forth by clients, and providing the BEST service is hardly attainable to do within the company's goal of 5 min per call and 10-45 seconds aftercall/follow up. It's incredibly difficult to complete any follow ups, therefore I have resulted to working before and after my shift, on my breaks, and lunch; which I do because I gave my word that I would follow up with a member. It is also frustrating to be trained one way and told many other ways throughout each day.
