A long string of bad decisions that could have at least been eased had it entrusted agents with experience in the business with involvement in the projects could have led to customer servicing being better.
Instead, we've had a poorly implemented new system which despite being launched for 16 months still has flaws that were "simple and easy" to fix yet have been ignored.
A login system designed to make things easy for customers with self-serving options which locks out a portion of agents driving agents to give further workloads to other teams which reduces customer satisfaction and makes certain agents look dumb in the eyes of customers which reduces the level of trust in whatever else those agents say.
We've recently transitioned from one bad offshore partner to two bad offshore partners who's working practices are questionable on the ethical level (such as being let go for making two errors in a relatively complex field of work, something management fails to comprehend constantly as they don't monitor the work and have to be explained multiple times over when things go wrong).
