Vantaggi
For a call center- no night or weekends- initial training by training depart is good and prepares you to start your job. Training also provides a nice mentoring program.
Svantaggi
Customer Service Sr Mgmt. is out of touch with daily operations. Zero professional development or ongoing coaching. Call reviews focus only on phone stats, but guidance to improve numbers is not provided. Departmental recognition programs were stopped. Favoritism is a problem and SR managers don't set a professional standard. Most CSRs feel very unsure of their position and are trying to post for jobs outside of the dept. CS Sr. Mgmt. response to this is look how many people we feed into the organization. A lot of talent of reps is not valued or utilized.
