Good environment at the bottom but not for leadership
Pros
The company is very concerned with giving the best to the analysts and phone support representatives, has great initiatives, environment, etc. They try to listen and keep everything modern.
Cons
Once you move one step ahead of agent you realize that is the limit of the company, any position above supervisor, like managers is given only based on friendship and other personal agreements, they don't care about their leaders, they don't offer them benefits and when you ask they say you should be glad you are not on the phone, that is enough benefit. Senior leaders try to stop the growth of people they are not friends with, even giving fake feedback to the HR analysts when they try to apply for positions, this happened with one quality manager who spoke lies about an agent because they weren't friends and the agent was the best candidate for the position, of course, the friend got the job. It is well known that recruitment management steals the money from referrals and is unwilling to provide a transparent method to present the referrals of friends, most people don't even refer anymore for this reason. It is also well known that people in the administration team, HR, recruitment, finance, upper management win all the important raffles, trips, cars, etc. A raffled car was won by an agent friend of an upper management person who already had made an agreement with the management friend to sell the car to him before the raffle took place. People who have complained about referrals money and raffles in the company have been fired. People who have complained about integrity practices are also fired soon after. Phone agents can lie about leaders just to get them fired and even tell them to their faces: "I will make sure you get fired because you gave me a bad score" and HR people will say: "sorry, but we are always going to be on the side of the agent". I know of teams who have ganged together to provide fake feedback and fire supervisors because they don't like them, and the supervisor is fired. Agents threaten the supervisors with the yearly Service Survey. However, this only happens for supervisors, quality analysts, and other middle leadership members. Anyone above, like operations managers are untouchable. They treat people bad, sleep with their agents, pick the ones they want to have something with to take them on trips to have that opportunity, go to work drunk, have their supervisors do their job for them and they are never touched. Senior leaders only care about the people for the Pulsecheck survey period and everyone makes a joke of it. There is one leader who everyone knows he only picks men as staff because he hates women, another who only picks women or gay men he has the opportunity to have something with because he hates men, another who even gets agents pregnant and takes no responsibility over it because he is married and then the agent is fired. These things, everyone knows. People started quitting in huge amounts last year, especially supervisors because it is not a matter of salary only, it is a matter of integrity, feeling safe, understood.