From where should I start:
1. The metrics are out of your control:
You get evaluated on Customer Surveys and even though you are at 100%, you get a survey from a call that the line dropped and you never spoke to the customer and you may even end up at 70% without even having handled that call!!! And they don’t remove that survey from your stats!!!even though you never handled the call!!! In order for your stats to recover you need to have for every negative survey (that you never even handled) you need 9 positive surveys. However that negative survey will follow you for the next 16 weeks (period of evaluation) which means that you get to recover from that after 4 months for a call in which you NEVER talked to the customer!!!
2. T2 escalations: try to get better and Let me know...There are so many cases owned by T2 that customers call and you have to transfer the call to a T2. It is mandatory even if you know the answer. Now it is a mandatory escalation- AGAIN OUT OF YOUR CONTROL. BUT it counts negatively on YOUR STATS! Yeap! Beat that! Not to mention that you may get a T2 who will just hang up on you because he doesn’t know the answer and you will need to double escalate!
3. Benefits: not clear requirements
They say they have paid family care but then they put you on unpaid leave even though you have provided ALL medical documents for your child. And they won’t tell you. Your manager won’t even tell you and on the 25th of the month, you check your salary and it is chopped even though you even had holidays left to get!
4. Extremely Fast pace environment and the knowledge is everywhere: NOT CENTRALISED information. You try to keep yourself updated and you definitely need hours outside work as you have one call after the other and it is not possible to keep up!!!
5. “Management is empowered to be powerless”: the managers rarely know anything. They are probably so overwhelmed themselves that they can’t keep up and can never give you a reasonable explanation. You ask them why is that and they tell you: “because that is the way I DO IT”
6. In order to get holidays you need to book 6 months in advance
7. 1/3 of Apple is on stress, emotional, anxiety leave. Most employees: if you could only see us how we look on the team video meetings. Drained! Totally drained!
8. Employee Surveys: THEY ask for your feedback but they never take it into consideration. If you dare to say your opinion in a team meeting you are considered toxic even though they asked for your opinion (personally I have never expressed my opinion but I have witnessed it in team meetings) and if that employee tries to say anything again, the manager will just interrupt him and say “we have no time for this” even though we all agree but we are scared we may be the black sheep after a while...
9. It is a good place to work only if you are not on CUSTOMER SERVICE. If you have a good position yes go ahead
But if you are a common mortal like the most of us, don’t do that to yourself... the benefits that they say you have: most of them depend on management approval like Studies or Paid Family Care etc so nothing special really.
10. Progress within the company: most people won’t handle it so after a year they quit. So the ones who progress are mostly people with no obligations and eventually progress from seniority. There were times they got T1 to T2 even though they didn’t meet the stats because of demand. So some of them ended up clueless managers. Don’t get me wrong not all of them are like this but there is a lot of incompetence in the management especially when they don’t know their things... not all of them say the same thing. I have changed 6 managers so far. I have seen a TM assistant getting the same job done in one day and another team manager claiming he cannot do it and it is out of his control. So there is really no consistency.
