Metrics are dizzying. The company is extremely rigid and management thinks like a computer, not human beings. You are a number, literally, and quite dispensible. There is always a fear that you will get a "defect" or worse, a "trade error" because your calls are meticulously monitored. There are a millions things that can be said in a call, but if you border on anything that conflicts with any of the hidden rules or policies of the land, you will be held responsible for it--even if it was never taught to you in training. Calls months prior can come back to haunt you, so you never feel in the clear. Like all call centers, you have a strict call handle time, but clients don't realize this. If you don't hit your "numbers," you won't be seen as successful and are limited in your future and income. Vanguard is growing so fast that they are ramping up hiring and there are so many new hires with inadequate training. This is a vicious cycle because you end up getting angry clients calling in due to wrong info or inefficient handling by a new rep. This can bite you back in several ways... a longer call, an "elevate" as they code it when clients demand to speak with a manager, and a potential negative NPS (net promoter score). Also, the more money people have, the more they tend to complain and try to break you when they don't get their way. Overall, the job can be quite stressful and there is little to no support from a critical management, who will be more than happy to tell you what you are doing wrong rather than what you are doing right.
