In 2009 is when the tides started to turn. The new leadership team at the top changed and spiraled out of control and caused disastrous confidence within the centers. Leadership is famous for saying "it's coming, good things, change" it never does. Feedback is almost never welcome. Managers and supervisors are hired and promoted based on favoritism and nepotism. Management is a collective yes mam's and has not moved foreword because of this. Management and the site directors never make themselves available. Always in meetings discussing clueless direction then change it continuously. All talk, no do. They spend so much time and resources in changing the seating on the floor instead of 1 on 1's to allow agents to be the best they can be. Most supervisors and leadership in general hardly ever say hello when in passing, huge sense of egotism. They let a lot of highly productive seasoned agents go so they could hire part time agents at half the rate, part time, through employee agency's so they wouldn't have to pay for healthcare. Once this was done, the training department had huge cuts as well, so these low caliber agents were given poor training and not enough of it. Quality was non existent, and if there was, it was because of the small handful of seasons agents that DO the right thing, but then are literally, verbally, threatened about the handle time. Service level has suffered, because of all of the above, supervisors are then put on the phone to help with the que, how can they do their job, if they are taking calls? The formula that leadership has created is chaos and hope is dead unless someone comes in and stops the madness.
