- Amadeus reservation system - working with a command page isn't effective in such a busy and stressing environment, with many calls and cases to solve. Using it is extremely time consuming (not only my opinion!). My advice for the company - invest in a reservation system with a clear interface. That would be faster, generate less errors and customers won't have to wait that long on the phone just to book a ticket or to rebook it. And last but not least - you won't need to waste so much time and money to teach newbies on how to use it (at the moment Amadeus training lasts 1 month!)
- low salary - for Polish workers it might be ,,pretty attractive", since it's not a minimum rate that they are used to (as they were saying), but for the foreigners.... ,,Thank you" as a prize for the agents with the best sales result? Are we in a kindergarten? You won't pay for your flat and for the food with ,,thank you"...
- definitely not a place to grow
- ,,helpline workers" are not available constantly, but randomly - therefore team leaders, which are already overworked, have to help other workers to solve the most difficult cases.
-control freaks - everything you do is recorded (when do you log in/out to/from the system, phone calls, the time that you use for lunch, toilet breaks, the time between calls - should be as short as possible..etc.). You should be as fast as possible, if not - you will shortly get the ,,feedback" from operations department or your team lead.
- forget about Christmas, New Year's Eve, Easter etc. Of course you can always inform the company that you would like to have days-off during that days and if you're lucky, ,,the system" will choose you as the person who won't be working during that time. If not...well.
- since the rotation in the company is just crazy, they decided to stop the newest workers from leaving by asking them to sign an agreement that if they leave the company before the first contract will expire (6 months), they have to pay to the company a certain amount of money ,,for the training".