Unwillingness to change based on employee feedback.
Lack of available information to properly assist callers.
Lack of organization.
Inability to monetarily compensate at a higher (more reasonable) rate. The company claims the union prevents the raises, while the union claims the company prevents the raises. Either way, in this position, in the call center, there are no performance based raises.
People are afraid to speak up about injustices because people get fired without reason, especially those who are not in the union. Ex: Instructors, Mid-Level management, Employees not at the call center level. Recently, SEVEN (or so) instructors were let go with no warning because it no longer fit their "business model." They were not replaced.
As the faces or the voices of Penn Foster, I've found we generally feel underappreciated and unheard. This isn't the worst job I've had, but it's also not the best. I stay because of the health insurance.