The inbound call staff takes the brunt of all technical, processing and procedural issues. First line management (Team Leads) are helpful. The actual managers, however, do not seem to have an understanding of the call flow or the issues that confront the inbound call staff.
The sales team has brought on many new clients (colleges, trade schools, - more... and universities) without having the call center staff to handle the inbound calls. The net impact is that ECSI has long call queues resulting in unhappy borrowers on the phone.
Additional problems involve communication of processing, loa ... - less