I am extremely disappointed that this company thought it was a great idea to send all managers on a cruise while leaving their hardworking employees to struggle with zero support. To make matters worse, we received nothing in the way of a Christmas gift, bonus, or even a small token of appreciation, even though their hardworking customer service reps are the reason that 2024 was their best fiscal year to date. Do you understand how demoralizing this is? We break our backs making this company millions every day, only to see the profits of our hard work spent on managers who don’t even work their full shifts.
These same managers were also given a fully paid week off at the end of the year—when we needed them most. Since December 23rd, my own manager has maybe worked five days, leaving early every single time. And yet, that laziness is completely acceptable to you. Meanwhile, if we want to leave just an hour early, we have to fight to use our limited PTO or points. Why are you rewarding managers who don’t even do their jobs—who don’t know company policies and constantly misinform new agents—while making regular employees take on more and more of their responsibilities, including training new hires, with zero extra compensation?
I’m tired of doing my manager’s job. I’m tired of being unrecognized and unappreciated. It is exhausting to work here. I don’t want to be part of a company that thinks this is an acceptable way to treat employees. So I ask—what will you do to show us that you hear us and actually care enough to change things?
Now, regarding the Quality department:
Last week, I had to work all four of my days off just to manipulate some 4 scores and save my metrics. This system is broken. Having peers grade each other is unfair, especially when QA agents can see the names of the people they’re reviewing. The results are completely inconsistent—one QA agent will give you a perfect score for something that another will dock you for. How does that make sense? If you’re going to make this subjective metric such a crucial part of our jobs and bonuses, at least make it attainable. There’s no reason why getting a perfect score should be this difficult when we’ve been here for years and aren’t making policy mistakes.
We go above and beyond to get perfect scores, yet if a QA agent simply doesn’t like you, they’ll score you poorly—over something as minor as using a hotkey slightly too early or too late, or not capitalizing enough letters in a sentence. If we aren’t violating policies and we’re meeting all of the required criteria, then our scores should be perfect. Period. Instead, we’re subjected to QA agents who seem to be on a power trip, don’t fully understand the policies they claim we violated, and managers who refuse to back us up when we dispute unfair scores.
Hands down, this is the worst part of working here. Customer interactions would be so much more natural, smooth, and positive if we weren’t forced to check off every single box like robots—just to avoid low QA scores. And yet, we still get nitpicked. This system isn’t actually benefiting the customer.
Ever since Seekwell took over, it has been a nightmare to work here. Promotions are not based on qualifications, no matter how much they claim to promote from within. It’s a popularity contest—if you’re not best friends with upper management, you don’t stand a chance.
