Slipshod, Incompetent, No Culture to Speak Of. - Recensione dipendente - Service Desk presso CBRE

Immense turnover rate, no corporate culture, management is completely incompetent. I have worked at several call centers over the years, and CBRE's IT Helpdesk is the most metrics-driven, dehumanizing group I have ever worked for. Management literally treats all new hires as machines - minimal training, usually less than a week, and then onto the phones in an understaffed and overstretched queue of calls worldwide. There is no functional Knowledge Base to speak of, and Team Leads/Management are slow to answer any questions new hires have, if they bother to respond at all. New hires who take longer than 10 minutes on a call are regularly urged to "boot" the call - either escalating to another team, or referring the caller to another group, neither of which will actually fix the issue. Employees are regularly told that "bathroom breaks are not mandatory" when they attempt to go on one of their 15 minute breaks. The Service Desk's metrics are terrible - weeks at a time will pass where the abandon rate is well over 20%. This is entirely due to Management's failure to train employees or give them the tools to fix caller issues, rather than just seeing how much call turnover can be churned out.