Tldr; This role devalues independence, can be dehumanizing and consistently lacks positive reinforcement.
Not valued as an employee. This is widespread in every facet. The pay is low, the acknowledgements are lacking, the pressure is immense. Expectations are to handle roughly 45 - 85 cases a day, if not more (and they push for more, always more).
The tools they use to judge your work - like the Pillars of Excellence (aka QAs) and the average handle times - often make for asinine interactions and lose out on authenticity. When real authenticity is applied and the customer is retained by the interaction, the QA will still judge it as subpar or not judge it at all because of the length of the interaction (they judge the shortest calls for the most check boxes). This method dwindles the confidence of its employees while also make their working lives more difficult.
When I voiced that some of their expectations are dehumanizing, it was met with the idea that I lacked accountability.
This is not true. They laid out expectations (increasingly dehumanizing ones) and I applied every request.
The issue was that I would use the restroom outside of the alotted 15 minute breaks (which are very strict, are specifically placed and cannot be broken up even for using the restroom). I strove to meet their requests and my own human needs in a number of ways and approaches. 3 ways, to be specific. Each way was not correct because the true expectation was for me to put my basic human needs aside and put forward the corporate ideal.
Additionally, it was expected that I relay every time that I went to the restroom exactly what I was doing. When I voiced that this was dehumanizing, I was told I lacked accountability. (At this time I also held some of the highest KPIs on the floor and was a part of the top performing team)
