MIxed bag of good company intentions with poor communication, training, processes, and operational gaps. - Recensione dipendente - Service and Sales Associate presso ING Direct

Call Centre is a sweatshop, scheduling is poor, devoid of decent forecasting for resource planing, leadership is weak in the Call Centre , processes with senior support analysts and operations is very weak and causes more issues for the clients. One of the worst training departments, with no proper development and dedicated maintenance team, After four weeks of theory with little practice they throw you onto the floor in a coaching environment with one leader for four more weeks. Prime motivation for staff is to get good call stats to win a good shift every two months, not to provide decent service for customers. Career advancement out of the call centre is remote, people learn other products, only to be strung along, and kept at bay in customer service. Associates are expected to provide services that go beyond basic tellering and customer maintenance, some calls take 30-60 minutes, ridiculous. The senior staff know the tricks and how to manipulate calls to keep them short and maintain good stats for themselves. They are very sneaky and will transfer calls back into the queue claiming they have technical issues if they see it will take a long time. People at ING Direct Canada are so wrapped up in culture and walking around smiling and laughing that they forgot to do their jobs and fix all the problems. Its too bad. And now that Scotiabank has bought them, its unlikely things will stay the same for too long. They already laid off the Mortgage Brokers.