This was not my first CSR role. However, it was one of my first jobs, and I've had many, that I don't feel the training was adequate before you're expected to perform perfectly. Everyone, trainers, team leads, agents, and upper management, all say that it takes at least 6 months to be comfortable. With multiple systems, changing systems, changing policies, systems that don't have full functions, and minimal or inadequate floor support, it's difficult to do the to the job to your best capacity. For those people who are not affected by constant customer angst, and are good at sales, regardless of the other issues at hand, this is an ideal position. I, however, am deeply moved by customers' emotions. My sole purpose is to help resolve, or make the customer feel important, as should be policy. However, sales are not my strong suit, and if one does not offer on every call, it's a write - up. I had 2 final write-ups within my first couple of weeks hitting the floor. It's a wonder I'm still working there. But, I do love the people at Sykes. The client we represent is difficult, at best, to maintain a positive attitude for.
Co-workers are wonderful! Team leaders are wonderful.
Scheduling, variable overtime to no overtime to no available make up time.... changing/ non working systems, and changing policies