I’ve worked here for years, & I’ve finally the senses that it’s time to leave. I got too attached because a lot of the people were great, but the constant bearing down of pressure (among other things) finally broke me. It’s a call center.
One of the things that really drove me crazy, was not feeling actually supported with certain things; when they’d tell you that you were supported. For example: the QA department can be very inconsistent. They tell you to use best judgment. If a customer is upset about something, it’s best to not go and try prying for certain info that the company constantly and endlessly wants us to update. But if you don’t do it they’d mark you down. Even when they say to use best judgement and it clearly wouldn’t fit in certain scenarios. Also there is favoritism.
Now a lot of the supervisors/leads are great, but they are also under pressure from management and sometimes you can get upset with the Sup for not having your back, but really they’re just covering themselves. Communication with your boss is pertinent to make sure you’re on the right track. And there is a high turnover rate for a reason; people who have been here for several years will suddenly vanish, and I’ll find out the next day that they just quit without any notice. It’s sad but I completely understand it.
Taking abuse from customers on a regular basis can really start to take a toll after a while. Especially when you don't feel supported.
Another thing is that they use certain metrics to see where everyone is at as a rep, it includes how much you use hold time, how long the call was, etc. There are some other factors including QA, but essentially this is what determines your bonus. They recently made some changes which have helped with QA but not in other areas. You can think you’ll be getting incentive and then you find out one little point from some other factor knocks you off and you’re not getting it. Big bummer after working so hard all month trying to stay within their lines.
Also I wish they could work something out with holidays; whenever there is one, rather than them having to making you change your regular day off so you can have the holiday off (if your chosen to have it off) it would be so nice to just have that extra day off like most companies. If they could just have volunteers come in who do want to work to cover. Also, one thing I sort of mentioned earlier was their need to update customer info (rewards) they know how hard they are on this, and this is also a big factor as to why I decided to leave.
Oh, and they monitor everything. From clocking in to clocking out, your phone tracks every thing you do. Even going to the restroom will be tracked if you're not on break/lunch. I try not to drink water when I'm there to avoid going over the very limited time given for such things as the bathroom. If you’re working on something off a call, they will have someone come up to you to ask why you’re not on the phones after just a few minutes (I understand they want to also make sure we don’t need help, but I’ve been here for years, if I need help I know to just ask) but they just want us available to other customers calling, but I’m trying to take care of this last one I was just helping. And then you’ll see leads and sups joking around and talking while you’re on the phones getting yelled at. Very frustrating. And then they send out an email saying "thanks for your hard work we have pizza and ice cream today" like that will fix it.