Clean call center still experimenting on how to get it right.
Pros: fresh starbucks coffee machine, clean, affordable health benefits, 401(k)
Cons: too many petty rules, loss of concept of great service, impossible commission, greedy franchises
CSR functions as the national scheduling department for One Hour Heating & Air Conditioning, Benjamin Franklin Plumbing and Mister Sparky Electric. Seems like it should be simple, but over the past year, the objective of setting appointments has become secondary to selling protection plans and jumping like trained seals.
As middle management strives to justify its existence, they cannot see the forest for the trees. They terminate high achievers for inconsequential reasons such as taking over 5 minutes in the bathroom or being caught with a cell phone or a pen in your pocket.
Co-workers are terrific. They want to be helpful by their very nature. Quality Assurance rules keep being invented and changed to the point you wonder why the franchise owners want real human beings to answer calls at all. There is a constant push to standardize what, when and how to speak.
The software program is outdated and burdensome for CSRs and the callers who simply want to set an appointment.
Turnover of CSR agents is constant. More middle management positions are invented as the current middle management experiments with ideas. Minimally, they will have more people to blame when things don't improve.
Luckily, the owner has plenty of money and many companies to play with.