-micromanaged, 15+ metrics to meet plus anything the managing team comes up with
-knowledge base is poor, people who create them have little to no experience with a)technology, b)logic, c) customers on the phone
-management is extremely poor. your performance is rarely used to move up even at the lowest level, buddy up with a team manager and you're guaranteed to move up.
-Metrics: change every other day with policy. For example, you have under 12 minutes to resolve a call, dont have more than a 20% call back ratio, 7% handset exchange ratio, and 10% transfer ratio. All of which are grounds for termination if they are done multiple months in a row. This job is...to help people right? wrong.
-some departments don't do anything. "wifi" will sit 40 minutes in between calls. Business support takes 2 hour lunches, comes in late and leaves early. Resource planning watches online movies on thier computers and tablets. Upper management are at their desks...on their phones?! Their email is on the computer right? Why would they need to be looking at their phones?
-They just closed 7 call centers to outsource the work.
-Unrealistic expectations and goals. "To become america's most highly regarded service company", as in customer service, not cell phone service?
This list can go on for pages....if you do need a job, and decide to take it...Use the information given to lie and cheat all the way to being a top rep/ promoted.
