Ancient and outdated systems, we are talking about 30 years old, which is way older that most of their call center staff. Unfair goals across market areas, sales are not audited and on an honor system, micromanagement, leadership commonly recruited from outside that don't understand the company and day to day operations, low base pay, unpredictable long term commissions due to structuring of teams by market areas with common voluntold moves between market areas/teams, and mediocre benefits that are kinda pricey deducted weekly.
Outdated systems negatively impact not just the agent, but the customer and creates often times an awkward experience where you have to be creative in explaining why they must stay on the line 20-30 minutes in most cases for simple orders or account changes that should be quick in the 21st century.
Typical sales/change of service contact: i.e. a property management wants to make a change in their service level, about 20 mins later order is submitted after looking up pricing and filling out an order form, even for portions of service that are not being changed have to be looked up and entered like as if a brand new customer, agent hears back 1-3 business days later after processing/review by someone else (they will lookup pricing and verify #'s before entering values into the system), and if order has typo/error you get it sent back to you to do it all over again on your own time.
