The main business of this company has always been and seems to be the Automatic Rollover business. The company has grown exponentially and has not been able to realistically organize the structure of the departments until just recently. Even with the recent restructure, the culture, the attitude and the management overall has still not done the best they could do to really understand what the main problems are. It is the people that work here.
1) In the RS Client service, we went from providing Quality calls that are real "service" to Quantity calls that are of a call center sweatshop. The company and management want MTC to be viewed as a prestigious custodian yet we want to identify ourselves as a call center with low quality reps that are ill-trained, unequipped or not given enough tools which in the end are left to fend for themselves. Why do we have such bad reviews and angry clients? It is because our reps do not have the time or the skill to take these types of calls with finesse and rush thru the call however way they can to get to the next. The quality has dropped tremendously. Does management have time to review calls every now and then for quality control? We cannot provide world class client service if we run like a call center. Hire more people, screen strengths and weakness and put the right people in the right skill set. The great people that DO work hard are overworked and abused even more so because of their reliability and common sense for what is right. Go above and beyond and it will guarantee you picking up the slack of your weaker colleagues.
2) Management does not share the same goals to make their employees successful in the RIGHT way. Favoritism and unfair preferential treatment is blatant around here and if you are liked, you might get a chance at advancement or allowed for your mistakes to be slipped under the rug. It is clear that you do not need to have the basic foundation of core skills or be held to a higher standard on your integrity as long as you can APPEAR that you are doing your job. Getting 5 star reviews all day long does not mean anything if they have to be BEGGED for on every phone call. We are here to help the client not ASK for reviews and express our desperation. Reviews are a ruse but still do not fix your deeper problems. Nice try though.
3) MAKE and GIVE TIME for your employees to do their job and TRUST them to do it. - Do not milk your employees to be on the phone, answer calls, provide amazing service, develop long overdue procedures, troubleshoot company problems, deal with IT technical issues and expect your employee to accomplish this with no breathing time between a 2 minute break. It is VERY sad that the employees that DO care about the clients have to fight for TIME to be off the phone to do the things that need to get done. It is VERY sad that extensive explanations have to be provided when you are taking too long in the bathroom or want to get a cup of water when you want to. AND if you do find that there are employees that abuse their time then reprimand those individuals and stop letting the rest of the team suffer for bad employees that are hired and fell under the radar. This is how mental issues develop! Yes, stress!
4) ALL MANAGEMENT SHOULD LISTEN TO CALLS AND USE THIS AS A TOOL TO GET BETTER. – A manager that has never a take call from an RSG client should not be issuing finite rules and sending out harassing emails every 10 minutes nor should they be instant messaging you on what you are doing. This is not an adult daycare. If you do not trust your employees that they are doing work, yes work that is not on a call then you should take a day in their shoes to see what they have to deal with. No one ever wants to see those emails all day and it does not scare or make it any better. It does NOT change or make work faster on the client we are currently at and it only brings the moral down and respect is lost at that point. It is not necessary to babysit your employees if you hire employees with integrity to begin with. Do not treat your most valuable asset, your employees, like children. It normally never ends well.
There is much more but with MTC’s speed on things let’s start here for now on what to work on. Having high hopes that this company turns around and truly focuses on the employee experience, because ultimately this will all trickle into a positive effect for our clients and partners.
Many of these things cannot be discussed with management and anything that goes to HR goes back to your management anyway which makes your work life possibly worse. Can’t speak up it goes nowhere.
Good Luck this year…we can only hope.
