Monthly bonus is available but generally only to those who are perfect in execution - catered more to robots than humans; ins and outs of the business like security and processes are changed constantly and it affects call scoring and of course, the ability to bonus; outside hires who know nothing about the day-to-day running of the business are placed into supervisor positions and paid several thousand more annually than long-term employees promoted from inside the company; inside promotion is based on how others (mainly management team only) view you; company politics are tiring; HR issues are usually swept under the rug or drug out far longer than needed, sometimes for the attrition mentioned below; management is too focused on numbers: handle time mainly, rather than the treatment of callers and whether or not an agent does their job or if someone else has to clean up the slack. This extends to attrition as well. If someone needs to be fired and they've already met attrition for the month or year because of good people quitting, they will just keep them hanging on until they have the numbers available to let them go. This causes so much distress on the call center floor. Good agents see bad agents being kept and don't understand why, which only makes them want to leave and the cycle begins again; common in most companies but still a grievance: higher members of management have no idea how it feels to be in the seat of the agent, and the changes they make show that. There are no questions to the agents, polls, feedback requested - nothing done that might help them produce a better culture of great customer service and solid job performance that the agents could be proud of and want to work in.
