On a typical day, I work with team members who accept incoming calls from customers with payment troubles.
Higher levels of management have poor communication and a few unattainable goals. As a result, this poor communication and unrealistic expectation trickle down to the customer-facing employees. As a result, customer experience and compliance can suffer in an effort to meet the various metrics necessary to retain employment.
The various vendors utilized are not well trained and the errors result in a lot of extra work.
A typical day consists of handling escalated calls, attending meetings and conferences, coaching team members, reviewing errors, monitoring calls and working with the training team.
Upper management turnover is high and as a result, the vision for the company is constantly changing. This too trickles down.
PPL has gone through many changes over the last 10 years. The company does a lot of work for its customers that other Utilities would not. While the practices and policies alight with regulatory guidelines, the training is poor and non-sensical.