Employees have to follow a MANDATORY (Robotic) 22 question script when booking a reservation. Agents are rated based on those 22 questions, which don't always apply. Your raise is contingent upon your rating so clearly, the scores are ALWAYS low as an excuse to not give you a raise. Low ratings are a form of punishment for not asking ALL 22 questions. The people who rate you are not taking phone calls, so they are back-seat drivers with a title. The agents have to book and know about 100 different hotels, while dealing with rude guests, who don't want to be asked 22 questions during each call. The company is short-staffed, yet continues to take on more hotels, which means more $$ for them, but no pay raise for the agents who are taking 100's of calls. Agents are discouraged by the amount of calls, low ratings, low pay, and the high call volume. Although you work from home, you are micro-managed by the back-seat drivers at all times, and even get "Mystery Shoppers" who are also rating you, making you a sitting duck at all times. These are not "lead by example" managers who roll up their sleeves and help out during very busy times; they just sit back and watch you closely. This company is Family-owned, which means family members get special treatment /jobs.
