*Tech issues - I'm not sure if this is just me or I never had a perfectly working PC. I have already been to 2 different accounts and 4 different positions and I could not recall a single day when I was able to work smoothly without my computer dying on me at one point. IT Support have improved tremendously from how it was before but their availability is still something that has to be looked at. We understand the gravity of the work that they do so I don't think it's on them that they are unable to perform to the expectation. I think there's just too many tech issues and too little people to look after them.
*Engagement efforts - Teletech is very active when it comes to encouraging people to go into events and participate in company activities but we can't help but notice that most of the activities are concentrated in the morning. Specifically 8 AM to 5 M MNLA time. Teletech also have North American accounts with people who would love to participate but could not because the timing is way off schedule. There are also company benefits which we were unable to take advantage of because it was outside our shift and staying in the office for an extra 2 - 3 hours just to participate is not really that healthy. So much for Living life passionately.
*Availability of employee resources - Night shifters also have needs that only TA and HC can address. There was a time when we had to have an ID reissued and had to stay for 5 hours beyond our shift just to claim it. We are not demanding for them to have a night shifter in the office but we need to have a process in place for that aside from what we now have.
*Salary - I won't say much except from the fact that there are agents in other companies with salaries much higher than some Managers of this company. On top of it, I think we also have to review the fact that some employees are working for far more than they should be only to cover for staffing issues especially among the support teams. The sad part is, sometimes, these extended hours are rendered for free. Hazard pay for night shifters would also be beneficial due to safety concerns of working in the wee hours of the night.
*Time off - Team Leads and above have what we call complimentary leaves to offset the Holiday pay. Most people in these positions practically don't have time to even eat what more file a leave. I personally already have 160 hours on me and that has not accrued for almost 2 months now. This is because wanting to file a leave to rest is overshadowed by the fact that deliverables will only pile up. Complimentary leaves expire and most of the time goes unused. As for the accruals, you don't accrue anymore if you reach 160 hours. Suggestion would be to rid of the expiry of the complimentary leaves and for Supervisors and up to have no cap in accruing hours. the 80 hour payable leave credits would be fine but these people need to have more control over the leaves they take considering the kind of responsibility they have.
Health Care - I'm sure you're getting this all the time but the moment we walk into a hospital and learn of our benefits we get sick even more. More beneficiaries less copay please. Dependents should be free especially for mothers.
