- Bad training, a lot of huge issues to be solved without clear guidelines. Most of the leads and the managers are unable to give clear answers, this can confuse a new employee.
-The upper- and middle-level managers pretend that they care about performance, but they don't.
They don't invest in sustainable solutions and increasing customer satisfaction in the long term, they care to save money right here, right now by using ppl unable to really help the customers, as long as they pretend that they are working.
I had in my team people that didn't speak the main language of our customers, still assisting them through a ridiculous translation to and from English . They didn't go in depth when receiving refund or cancellation inquiries on chat, they were just instructed to send some cliches through a bad translation from English and close the case. The result was that we got many mails every single day from customers that felt confused and outraged by this treatment. Note that long e-mail queues was one of the never-ending probs in the team.
- Managers in their early 20s without any special education, work and life experience. For some one in their mid-30s with professional experience and 5 years of higher education, it can be difficult to explain them simple things from an inferior position.
- They tolerate harassment and bullying if the ppl committing this have good connections with the managers. They do not tolerate reporting this if the object of such a misbehavior does not have the required connections in the hierarchy.
-No relocation packages offered , although they are actively looking for ppl residing abroad.
- A lot of weekend work, bad planning of shifts ,sometimes expected to work up to 10-11 days with just one day off.
- The hourly payment is lousy, 20% less than any cleaning job, 30-35% less than a cafe job.
