This is everything you need to know about your life in the Contact Center:
The Contact Center is essentially treated like the punching bag for the company. We are expected to be verbally abused day in and day out for far less than it is worth. ($20 an hour!)
In addition, our leadership acts like we never do enough and expect us to take calls over and over again with 25 (yes, TWENTY-FIVE) seconds in between. Most of them did not start on the phones, so they have no idea what it is like. They are also changing training from a fun learning experience to by-the-book studying, since "being bored is something that prepares agents for the actual job, since it translates".
They also love to turn down PTO requests and tell you that they're disappointed in you if you have to call out, whether that's for being sick, a family member's death, or something else. I have heard people told that they need to "seriously consider whether or not they want to be a part of this company" after having to take off of work for the death of a relative.
Also, many departments do not provide the appropriate support to the employees who call in, looking for assistance. Payroll is a large example of a department who does not answer phone calls or emails, which causes us to be screamed at for information.
Lastly, the Retirement Services team does not care about the issues we have. The website that both agents and employees use for their 401(k) has been broken for MONTHS after the 3 pm market close, to the point where we have to tell employees that "Unfortunately, our website does not work after 3 pm CST". And what has that side of the company done? Absolutely nothing to fix it and with no updates provided to us.
As a CCTR agent, you also do not get to go to company events, have your orientation to the company a year late, and are talked down to as the low end of the company by almost every department.
Take my advice, find another department to start with, or don't come in at all, because this one will break your spirit before you are even out of training.
