Demanding metrics/ disrespectful customers
Customer Service Advisor (Former Employee) – Tempe, AZ – November 6, 2017
I worked for DHL for 5 years in Frontline Customer Service at the call center in Tempe.The first 3 years or so were great. I loved the work culture and environment, job demands weren't too stressful, and management was excellent. Toward the end of my time there, business grew heavily, which led to higher call volume and more metrics to meet. Customers were disrespectful, unappreciative, and yelled at you on a daily basis. There were several changes in upper management, which led to changes in the overall work environment. There was a lot more pressure in meeting sales metrics (upsell, sales leads, etc.), and the volume really took a toll on many people. The company constantly had new hire classes, but the turnover rate was high. I was very proud to work for DHL; the company, management, and peers were excellent, but the job itself, expectations in my role, call types, and actual customers were what led me to find a new opportunity elsewhere.
Benefits, pay, respectful and professional management
Type of customers, demanding metrics, call types