Burnout is essentially inevitable. As a customer service representative, you can take upwards of 150 calls a day with no time in between customers. There is no variation in your work tasks.
The company seems to prioritize attracting new customers over retaining existing customers, which leads to policies that unevenly benefit new customers. For example, the relatively new Discover It card has a much better rewards program than the "legacy" cards which most longtime customers have. As a CSR you become the face of the company to disgruntled longtime customers.
Management talks a lot about wanting to develop agents to higher positions, but the need for voices on the phones is so high at all times, you have very few opportunities to take on any projects or responsibilities.
Quality control is inconsistent and unclear. There's little incentive to do well when you could be penalized for violating a policy that has never been explained or publicized. Your quality control rankings are totally subjective and vary based upon the mood or outlook of the person ranking your call.
Upper management honestly seems to just have no idea what they're doing. In my two year term at Discover, I reported to seven different managers. You are constantly being shuffled to different managers, and it's nearly impossible to attain any professional development with a new manager when you have to start over every few months.
