Once great, now worse year after year
Customer Service (Former Employee) – Columbus, OH – May 30, 2014
Have you ever met anyone or anyplace ashamed of their success? VSP is that way. They were the best at what they did and would lead the world in customer service, stand behind their policies and providers, and have great, satisfied employees to make it all come together. Not any more.
In the mid 2000s where they were ranked 8th as the best place to work by Fortune magazine and was JD Powers as the best in customer service and dominating in the category in the international scoring of SQM, to now toting proudly that they are one of the top companies in Columbus OH by Columbus Monthly magazine. I was there through the years, watching the decline. Every year, a benefit was taken away. Every year we were told we were not doing things like other companies. I actually heard a manager say it was embarrassing to keep being asked how we kept doing things better than other huge corporations ... sigh. I finally left and I cannot believe the amount of stress off my shoulders.
To truly survive in the call center environment there now, you have to either: a) do work off the clock, such as your breaks or before/after work (and they give you those means) or b) "blow off" the hardest cases so that it does not affect your after work stats. The second part is by far the most common and by the sheer volume of calls, it is uncommon that this would be caught more than once during a quarter (which is forgivable). The people with pride in their work chose the first option - to choose neither invokes the wrath of those micro managing people above you.
free cake day (although if you have dietary requirements, it is bad!)
decline of a solid corporate structure