Extremely reactive management, e.g. 1) frequent last-minute addition of sales promotions in response to any drop in call traffic, 2) company direction (ex. "we will no longer be promotion-driven") frequently stated and reversed within weeks; Decision-makers and systems designers appear to have little to zero awareness of day-to-day realities faced by the employees impacted; Dozens of minor, poorly designed processes add up to ongoing unnecessary stress throughout each workday; Consistently inadequate training; Little to no coaching for long stretches; Recognition / promotion based more on toeing the party line / "being positive" than ability or critical thought; Emphasis on sales, weekly $ quotas, and call handle time vs customer service; To avoid providing benefits, management has chosen to cut many formerly 40 hr / week call center employees' hours to < 29 / week, while recruitment of new PT employees has stepped up; more PT staff has led to: 1) rising attrition rate, and 2) an increasingly chaotic response to customer needs (one order may have half a dozen reps involved from start to finish); Overt micro-management by poorly chosen / trained "lead" staff has contributed to an increasingly toxic environment and low morale.
