Specific to the call center: There is too much variation, information, updates, lack of communication
Supervisor (Former Employee) – San Diego – July 21, 2015
Typically, there are so many different scenarios it is really difficult to become an expert service agent. Furthermore, the information changes rapidly however, communication of these changes are lacking. Training used to be long enough to allow one time to get the hang of job however, due to the shorter training, many of the agents are placed on the floor ill-equipped for the job. There is a lot of confusion because the influx of responsibilities placed on the supervisors doesn't allow them time to meet w/ coach or develop agents. Often times if an agent doesn't understand something, they will spread this missed information to the next agent. This often times complicates issues and can cause issues to compound. There is often gaps in communication between departments which leads to misunderstandings; call center agents often have a hard time working with the claims agents because they understand things differently. There are process which are redundant and do not make since. Things which should be handled by one department are transferred to another department in error sometimes due to lack of understanding, ignorance, laziness, or just because. Lastly, for the amount of knowledge needed to perform the job, the distance most agents travel to get to work, the compensation is poor.
Advancement opportunities, Great atmosphere, Learning/grooming environment, relaxed dresscode.
Strict adherance, lack of pay, lack of flexibility, and antiquated systems