1. Lack of on going training/coaching for agents performance improvements.
2. Lack of appreciation from upper management
3. Lack of focus on employees and team building.
4. Lack of structure and routine
5. Products thrown on call center team last minute leaving call center agents un prepared to answer customer questions and not having sufficient procedures created on our team sites. (it's embarrassing when you start getting calls for a product and you have little to no information on it , so you are left guessing or providing wrong information to callers)
6. Agents are treated more as someone to answer the call fast to make Service levels vs answering a call and providing quality/accurate information. It's all about answering the calls to make Service levels, which creates lack of quality calls because you are rushed to get off a call to answer the next with no training. Some days you have back to back calls all day and the call center isn't properly staffed or trained to take those calls . I have seen agents still in training get asked to get on the floor to take calls , unacceptable.
7. Bringing more clients in to bring more money into FIS is more important than focusing, building and retaining good employees. Everyone is disposable in the call center, meaning any agent, escalation agent, team leader and supervisor is replaceable in the eyes of management. I have seen a dozen good employees find other jobs because they did not feel valued or were not fairly treated. Management should focus on employee retention vs having to rehire new staff because of careless attitudes.
8. Job does not pay enough for work load performed.
9. Management in call center does not give fair chance at promoting people. Promotions are delegated to employees vs going through a fair interview process to see who would be a good fit for the team/floor.
10. To many escalated calls and call reviews due to poorly trained agents. Call center should have very few complaints by customers and clients.
