Great Company, Great Mission, Lousy Implementation of Improvement Processes
Pros
Great workplace amenities, benefits package and bonus opportunities Great place to work for those actively serving in the military or transitioning to civilian service Great place to work if you're not in one of the call centers
Cons
The call center operations are understaffed and extremely over worked The expectations for delivering an "exceptional customer experience" are offset by the new focus on upselling and cross-selling products There is too much micro-managing of the employees and too much focus on meeting the metrics requirements for call avg handle time, referrals, customer follow up, and working diaries Management is constantly redefining the job requirements (adding more work) but not willing to increase the base salary. You're constantly told to rely on the year end bonus which is never guaranteed. The biggest obstacles for most call center employees is getting a schedule they can work and time off to handle other things ( doctor's appts, personal buisness or even family events)