I don't feel like the management values the employees opinions. There were MAYBE 1 or 2 occasions when I was asked my feedback regarding how things were run and how I felt like my supervisor(s) were doing. There needs to be more of this. Within the call center, you had no authority to really do anything. A lot of your calls were calls to the branch, which often went unanswered.. It is difficult to tell the customers that all calls are routed to the contact center but we would be HAPPY to transfer them to the branch or that we couldn't help them because it's the branch's decision... and then they don't answer. This is not good customer service. I was also told by my manager that it's ok if they have to call back because it's their problem and "I have to wait on hold or call back at a different time when I call call centers". This IS NOT great customer service!! I was appalled! Why are we not wanting to try to resolve the issue in ONE phone call? Why do we make customers jump through hoops to get answers?
Also, I wish there would have been more advancement opportunities. If an employee is meeting their numbers and exceeding them, why not teach them more to alleviate the job duties that the managers/team leads have? A lot of the time the manager line goes unanswered.. What does that tell you? That they are busy! I shouldn't have to keep a customer on hold for any longer to go walk around the whole building trying to find assistance. Teach other people how to do limit increases, etc.
