Wow. I dont even know where to begin with this ridiculous, unproductive "thing" they call TCIM. They have so many violations its unbelievable.
First violation. This is a big one because it is security issues. It is a policy not just TCIM but AT&T for no one to have their cell phones out on the production floor because we have access to people's social security numbers, credit card information and many more. SO SO SO many times and quite often not only agents but supervisors are on the phones (while on the phone with customers too). I am an at&t residental customer and i am terrified to call customer support because i dont want to get a tcim company representative and worry about identity theft.
Anyways, another issue is that the so called supervisors are ppl that just listen to your calls, talk about their life while your in coaching and yell at you. They do not call what so ever about the customers and being a productive company. If someone asks for a supervisor, its hey one will be here in 45 mins. They just say that so the customer will eventually hang up. Whats the point in being a supervisor if your not taking sup calls??! They tell us to transfer them when they are taking up too much of our time on the phone because of AHT. All they care about is getting their bonuses for managing aht. And they check it every hour rather than averaging it out every week.
This place is one of the most unprofessional call centers i have ever worked at. It blows my mind that they are still in business that at&t hasnt yet pulled the plug.
The supervisors are unprofessional because its nothing but highschool drama with them. They will yell and argue back and forth but they never get repremanded for it. My friend was brought to tears when one of the supervisors sat behind her and told her over and over that she was gonna get her fired someway, some how. WTF? And nothing happened? This one guy in my training class exposed himself and took a picture to show the girls (thankfully not me) and he didnt get fired for sexual harrassment?! Wtf?! They are extremely prejudice and rude to eachother and their fellow employees. They dont ever want to help you with a call. I guess they never heard of employee retention. I mean do they realize how much it costs to train someone and they are just gonna throw them to the wolves and treat them like crap and hope that they quit because they arent their cup of tea. Employee retention is extrememly important for a company becuase it saves money and builds rapport, honest and hard working employees.
I am so exhausted with having the know that this company is managed like it is. It saddens me because its hard to find a job and people stay their because they have mouths to feed so they put up with this hostile work environment.
I can go on forever and ever and ramble about all the stuff that has happened there. I cant wait to find another job but i hate the fact that nothing seems is gonna happen to help the people that work there now. The companies management from site director, trainers and supervisors needs to be revamped completely. Its dirty all the way around. I cant go to HR, their dirty too. I cant talk to the site director either. Its horrible!
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