It starts from the top down. Leadership is lacking. Focus has shifted away from the customer and quality to now being the low cost provider. In order to do this they cut internal costs, like quality instructors and business tools. They use outsourced overseas instructors for most of their classes now.
Outside of sales, most other departments are located in Pakistan which has made the internal processes and communication very slow and inefficient. Unfortunately the end results are -
-Increased class cancellations
-Horrible communications to our customers. Example, cancelling someone’s class and not notifying them.
-Increased billing issues
-Slow and lacking customer support
They tell us that we’re financially stable, yet all of their actions would indicate otherwise. If not, we wouldn’t have contracted instructors refusing to work with us due to non-payment issues. We also wouldn’t be leaving vendors owing thousands. SAP has refused to work with us.
Specific to the sales staff, they continue to ask us to do additional (non-sales) tasks, and have raised quotas by almost double within a 7 month period. At the same time they changed the comp plan, so now the majority of sales staff is making very low to no commission now. The bonus- they now also cap your commissions.
You spend a large part of your day checking in on support tickets, class registrations and other items, so that your customers aren’t impacted by the inefficient internal teams and poor support. This including the extra documentation you're required to fill out all takes away from your day and affects your required daily metrics.
