They don't want you to help customers. They give representatives an Average Handle Time that has to be less than 5 minutes per call. We are not allowed to tell the customers anything and have to be vague because too much information will make for a long call and people get fired for long calls. I've been told that the shift adherence doesn't matter, all the while, being told that it needs to meet company standards. THEN there are the system issues. If you have a system issue they don't want you to share it with your colleges because your college's may have been experiencing the same thing so, it's across the board but the management wants you to think it's only you. The management also tells you to forget everything you learned in training. Why is that even a thing? If you say "I learned such and such in training" they will legit say "that doesn't matter here " and then ask you to stop bringing up training. THEN there is the Shift Adherence. OMG. It doesn't make sense how it's my fault that a call went over on my break because the caller was being stubborn. At that point you are completely out of adherence and there is no way to fix it. This company DOES NOT offer the option to "make up" the time. So if you go over on your lunch by 10 minutes you only have 20 minutes for lunch. Otherwise you will continue to throw off your shift adherence. They only give VTO to their favorites. It's NOT offered to everybody at the same time. By the time it loads up in your system is too late. They make you use your PTO of you comeback late from lunch or clock in too late so when you really need it or won't be available because they've already made you use it. There's no room for growth. If you fail a few calls they use that against you and fire you instead of trying you out in a different department. I could go on and on but it would take entirely too long 😩.
