Where well intentioned and hard working people come to rot and die - Recensione dipendente - Dipendente anonimo presso IONOS

Absolute lack of quality management. Promotions are not based on quality of work or ability to do the job but are commonly given to subordinates that go our to the bar with their boss and are buddy buddy at work. Low level management tries their best to look out for their subordinates but ultimately are required to pass along illogical requirements and mandate impossible targets for their agents. Since upper management sometimes doesn't fundamentality understand how the products work or what our customers are asking for, they'll never be able to understand what needs to be done for the company and its employees. Many decisions are decided by the parent company in Germany. No one in US management will fight for the agents or the customers. Many of them are the typical yes-man employees that are perfectly fine implementing meaningless and sometimes harmful policies without understanding or concern for their employees. A major internal metric for agent performance is the Call Resolution rate determined by customer surveys. To improve this CR rate, the company started blacklisting and preventing surveys for issues that customers complain about rather than actually listening to customers complaints. Then, when a customer spoke with another agent who handled a separate issue, that agent may receive a negative survey because the product or support has failed the customer and by pure chance, the customer got a survey. That survey is then held against the agent even if the survey specifically states the agent had done everything they could. Finally, the agents bonus is affected by these inaccurate scores which is usually compounded on the fact that they make significantly less than they might at another company. The final public complaint I'll make is the constantly expanding expectation from agents without any increase in pay. Over the past few years, the required knowledge and expanse of support required from some agents has doubled without any increase in pay. This has caused some agents to leave but most have been broken down to believe this is the best they can do and they have no other option. Intentionally or not, 1and1 has taken some well intentioned persons and forced them to stop caring or believing in their company and job. They have taken hard working persons and shown them that nothing comes from hard work and forced them into submission where they loose all motivation to try to succeed at their job. They do not care about feedback from agents or from their customers.