Constant pressures that do not necessarily come from having to take calls, but from the poor management structure that they have within this company, I honestly feel completely reflected in many of these comments. We started with a big wave in a campaign that literally 2 waves per month come in, (this should already be an imminent red flag), already from the beginning in the training stage (Our trainer and our S.C. are also the best) they are evaluating your metrics in a completely irrational way. Also the best) are evaluating your metrics in a completely irrational way, besides they are constantly threatening them with dismissal if the metrics of the wave become low, never came QA to give a context and explain in a broad and specific way what are the policies of zero tolerance, never take into account the specific cases of non-compliance with these policies, clients constantly leave bad ratings that you receive, for enforcing company policies, they never give you enough time to digest the enormous amount of information that certain campaigns have that are super extensive and literally one day you go to the operations floor and find it completely empty. just remember the face of my trainer and his anguish about the metrics and threats,It’s really frustrating because they know perfectly well that they’re often asking for the impossible—like making a customer happy without giving them what they’re asking for, de-escalating twice when the customer is furious, not transferring calls to them but also letting them know when you have a critical call. You're not supposed to give credits, but if the call is critical, then suddenly you are supposed to give credits. And after all that, you see people with the worst management skills getting promoted to Team Leader after only six months at the company, just because they’re good friends with the Operations Manager. Honestly, the only good thing I’m taking from this place is the satisfaction of helping people who left the calls feeling truly happy, and the coworkers who, despite everything, always knew how to make the best of it. The company is terrible, and in such basic ways—it’s clear things aren’t improving simply because they’re too lazy to get organized.
