Management is very comfortable with supporting and continuing a culture of mediocrity. From the first day of training new agents are taught from a punitive position in regards to the expectation of quality in customer service. A call center that trains the cs rep without any "hands on" materials, equipment or training modules in place.
Support from management
No, you may be able to cultivate assistance between certain members, however should you need a more specific expertise i.e. IT those team members seem dedicated to higher management levels giving little priority to the "boots on the ground".
Freedom to work independently
Yes as long as you are doing specifically what the manager wants done. If you attempt to inject a modification (productive ideas etc) said manager gets nervous and sets up sabotage.
The manager will send over a "I'm disappointed" email to the group of supervisors when numbers don't look good, but without any suggestions on how to succeed in raising them.
Yes, if they are only making less than 20k...as I did last year although I covered 4 roles for the team: agent, Escalations trainer, Floor Support/Team Leader, and Trainer (Glassdoor has the Trainer equivalent salary at 57k)!
Attitude towards older colleagues
Yes they hire them but typically they are not treated well enough to last long.
No they do not offer any support, futher opportunities for education since that would require an investment by management into their agents.
Overall compensation for your work
NOT EVEN CLOSE... and med/dent benes are not everything!
Office / Work Environment
Only the bare minimum of"comforts" are provided: chairs are worn, dirty, beaten and/or torn and damaged. Computers (RAM used, unlicensed MS software, head phones shared -unsanitary, hard phones programmed incorrectly (if useful at all), multiple PC units out of service and neither IT nor phone service technicians have made any attempt to bring them up to service.
Yes, we did at least use a locked docs shredder service to recycle all sensitive paperwork.
Agents are subject to "mandatory overtime" on a weekly basis and are held accountable/responsible for the adherence of it at the same level of adherence for their regular schedules. No consideration is generally given to the agents families, life schedules (agents have other jobs to make ends meet), and PTO is parsed out in two "buckets" during year. This makes it very difficult to plan a better work - life balance... for a $10/hr job.
No, it was an embarrassment especially when Corp clients would come in to visit. They were rarely walked through the Floor and generally shepherded through to the HR conference suits instead.
I was just subjected to an internal restructuring (unbeknownst to me) and blindsided to a lesser roll.
I am not disabled and didn't really think about, but if am employee we're an independent driver of a handicapped vehicle they would not be able to park in the employee parking lot as there are steps up to the back entrance and no ramp. They would need to access the visitors parking lot to use the front "dipped" sidewalk access to enter the building. Note: the visitors parking is monitored to keep employees from taking up the visitors spaces all day.
I don't know if they are OSHA compliant (I have called OSHA in past years and the Government oversight in 2017 feels a bit weak comparatively speaking), Convergent certainly doesn't offer any safety training (hands on site... online pencil whip compliance doesn't count for actual safety).
its not rocket science and any challenge found within the job is manufactured by the management's culture. Despite ALL of these factors I was still able to do an excellent job (as 4 roles in 1 human resource) and as such am very proud of the quality work I was able to inject into this culture.
Inclusive / Diverse
No, and it's very difficult to see any diversity being employed here...management is 100% Caucasian while call center agents are 99% African-American and/or other.
Suggestions for improvement
- Employ true quality expectations from the initial hiring process (choose a more professional employee and management staff picks to properly manage them). You can only produce what you are.