Let me count the ways:
1). Policy Changes - I have emails coming out the ears with changes on how we are to do something different. When I was told working in a call center is fast paced, I thought that meant take calls faster, not learn 20 policy's a week faster (some weeks, that number is not an exaggeration). Most of these are email are because...
2). Our Stuff Doesn't Work - So about our new billing system. It's terrible. First we charge customers several times from a card that was originally stored years ago. This is a problem. Then we send our customer incorrect statements. This is insipid. We tell customers that bill is incorrect and send only this amount (what you tell us to do). We then send collections notices. This reaches a whole new level of absurdity. Our billing is so horrible, I want to download Windows Vista for a breath of fresh air.
3). Advancement is slightly sketch - Listen, I don't play games. I do my job. I have passion. I help customers. When I stay on a call for 40 minutes to help a customer, you call it lost money, I call it "customer obsessed". I could just be not that great in your eyes. It may be because I don't like Sons of Anarchy. It may because out of 5 key account abilities and the other several projects forced upon us, I excel in all but one (my best being Quality).
Listen, I know this job is hard. Customer Service by itself is hard not to mention being for an alarm company. The reason I am writing this is because as of late it is completely preventable the amount of suffering we go through. I don't hearing a screaming customer if I have firm ground to stand on to help them. We are on sinking sand.
