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Hello, thank you for taking the time to provide your thoughts and perspectives. We take current and former employee feedback very seriously. Let me start by addressing your concerns.
Attendance management processes are implemented to ensure we maintain sufficient resources to service our customers. We request our employees to verbally inform their respective Supervisor of their status so we can plan accordingly. If you felt your Supervisor was apathetic or not sincere we apologize if that caused you distress. The Support Leadership team work hard in building trust and respect with their team members and encourage two-way dialogue.
Our system resources/tools that the Support Team use are modern up to date platforms but, technology is not infallible to the occasional technical issue. As the company evolves and grows we continue to look at improvements that will make processes and level of effort required from team members more efficient. Inter-department communications continually improve and our Product Management team highly respects our point of views and insights that are then taken into consideration for future enhancements.
Employee turn-over is a metric we monitor closely. It indicates how engaged our employees are, do they enjoy the environment, do they feel supported, do they feel they are valued and is their contribution meaningful. While we continuously take measures to minimize turn-over, we’re proud to say our turn-over rate for a Call Center is well below Canadian industry average. We have a hard-working, creative HR team that implements employee incentive programs to recognize people for ‘going above and beyond’ or ‘leading by example’, to name a few. As in any organization, some people decide to move on, and in that case we’re happy to support them in their future career growth and hope to have helped them develop the skills and experiences needed for their next endeavor.
When opportunities for promotion occur, we ensure the process is open and transparent. Every employee can apply and will be evaluated in a fair and consistent manner. Experience is only a piece of the puzzle. For every role, we evaluate all candidates on the same criteria to ensure not only that the process is fair, but also that we are sure we have selected the best candidate for the job.
Scaling the team for success has been a long and formidable task. We want great people that embody our company culture and live by our core values. When a period of high demand is upon us, we don’t feel that asking team members to be available for overtime where possible is an unreasonable request. We purposely don’t over hire for busy seasons and then lay people off when things slow down. We invest considerable amounts of time and effort in training and developing our employees so that they may grow with company and have opportunities to make a positive impact.
As a beneficiary of HR’s hiring procedures, I can confidently say we are finding the best people that will take great pride in the work they do and the contributions they make. We are an equal opportunity employer and hire people from different nationalities because they have demonstrated the passion and ability to provide great customer service, interpersonal and communication skills are always an essential requirement for the team.
Finally, regarding scheduling, as part of the hiring process we are careful to be completely transparent about the schedule/shifts that employees can expect and clarify with any potential candidate that they will be comfortable with this so that it fits into their lifestyle. Work-life balance is important, so we provide two consecutive off days and never break them into single off days (unlike many other organizations). A scenario of working until midnight and then coming back into the office for 8am does not happen. Lastly, as we know things can get very busy and value work-life balance, we are as flexible as possible in allowing extended vacation breaks when the work volume permits.
Again, I’d like to thank you for your feedback. I know it’s a long reply, but I felt that your feedback deserved a detailed response. We highly value transparency and are continuously trying to improve in all areas. As such, we always welcome any feedback our current or former employees would like to share.
Respectfully,
Andrew G (Director, Customer Service)
