Inbound call center, the worst I have worked at. Co-workers are helpful, managers are not. The few questions I asked my manager about a proceedure she told me I should know the answer, I should check for a pdf file that would have the instructions and after she came to my desk and verified it was not in the month old email she had sent me, she agreed to email me the instructions. My manager began her work day at 6:00 am, hours before anyone else and of course she leaves at 3:00pm, she doesn't work Fridays and Saturdays and instead she works on Sundays, so saw her three days per week. The manger can change the In-bound phone skill level , dial it down so that one receives mostly customer service calls instead of sales calls. Many instructional files on the company web site are out dated no longer available (like dress policy, and other human resource related). The computer systems crash every day, causing the need to restart the computer, many times one needed to call the IT help desk so they can switch to another server. Many employees work from home so for security purposes the computer screens time-out and lock up and you need to log in over and over through out the day, all workers even the ones that work in the office. You have to deal with all this while you have an inbound call on the line. The computer systems include two old dos-based programs that you just have to memorize 20 steps because you are not allowed to have any paper to write anything down, there is no instructions or operating procedures. One file, an excel file that would determine whether the caller is eligible to be transferred to another department crashed, daily it became corrupted locking up - yet it was needed to make a determination whether to transfer the caller while the caller is on the phone - impossible! There are no excuses! You will be fired if the call isn't transferred and it was eligible to be - even if the check list doesn't work! Horrible feeling, knowing that you will be audited days and weeks later, with ruthless harsh judgement regardless of whether the excel file checklist crashed - impossible! High turn over. The whole office is very quiet, everyone seems to be struggling to hit the very strict metrics like sales conversion (not going to happen on a customer service call or a where the other decision makers are not present). If the call doesn't result in a sale, the caller is transferred to a different department to experience a high pressure sales attempt to purchase a certificate for future cruise. Ruthless, cold managers. Oh, the work schedules; my co-workers came out of training disappointeed to learn their schedule were 12:00 - 8:00 pm Sat. thru Thursday, others had Sunday as well as a weekday off.
