Employees need permission from supervisors to go to the bathroom and they are timed. Must take calls back to back or face a penalty if you need a few minutes between long calls. Can't hang up on members who are being verbally abusive. Supervisors often refuse to assist on a call even when a member explicitly requests a supervisor. Employees are expected to stay however long after shift is scheduled to end if on a call, and even must be taking calls up until the last second of their scheduled shift. If working a closing shift, all calls in the que must be answered, even if you must stay hours after shift ends. Huge turnover rate, so management doesn't put in much effort with individual employees. Only really advances from within, so you have to start at the bottom before you are able to transfer departments or receive a fair wage. Anytime these issues were brought to management by either myself or my peers, we were always told, "No, that isn't our policy! We don't do that!" Then turn around and continue to do the things they say they don't. Severely understaffed, so the call volume is astronomical which adds more pressure to reps and makes members angrier. The pay is much lower than other CUs and call centers, with no bonuses or incentives. Reps are expected to upsell members no matter what the member is calling in for. If you are able to stick it out while waiting to move departments, there will not be any kind of significant pay increase.
