Constantly understaffed - AR was understaffed and they never answered their phones or called customers back. Underwriting was constantly behind in processing cancels and policy changes so we were constantly taking calls from customers complaing they'd requested cancellation 2 months prior that had still not been processed. The contact center loses people faster than they can hire. Not just the customer reps either, the supervisors have all mostly quit and the department manager quit last year and it took them 9 months to find a replacement!
No attendance policy - those of us at work shoulder the extra work volume and since they were always understaffed, volume was great.
Outdated systems, procedures and phones with no interest from the management to make any improvements no matter how minor or necessary because all IT efforts are focussed on a billing system they've been promising for years.
The resources service reps have to use to do even the most basic things are incredibly hard to read and very user unfriendly especially when you have callers holding. The schedule system is unfair and will sometimes schedule your break an hour into your day and your lunch 2 hours into your day which is crazy. With constant understaffing, outdated awful systems and procedures, confusing systems and resource guides and a CEO and upper mangement that looks upon contact center people as an undesirable but necessary evil, this place will probably burn you out before you reach the 1 year job time commitment required to change departments.
Company management says one thing, but actions inconsistent with their words, especially when it comes to caring about customer service and service customers receive (20 min hold times, only a 70% csat goal, 30-60 day processing times, high turnover and so on). I probably would have loved this company if I had worked in any other department but working in the contact center is like working for an entirely different company.
