Pros
Insurance benefits, overall a great company excluding support
Cons
The previous reviews about support are incredibly upsetting, disappointing, and shocking. It's concerning as to why no action has been taken or why no one is looking into the way support is operating and why employees are feeling this way? • Management - Bad leaders, unfortunately, seem to fly under the radar in support. The way support operates is causing well trained, knowledgeable people to leave. People quit bosses, not jobs. Support management create fear and make work drudgery thus creating stress and anxiety caused by unfeasible targets, lack of support, unfair practices, threats of punishment, demeaning comments, and verbal abuse. It’s like they possess this superiority complex and seem to enjoy drawing the distinction between management and staff. I’ve never seen a workplace treat their employees like school children. Great leaders don’t talk down to their employees or make them feel inferior. They respect everyone and make everyone feel important. • Flexibility - If you can't trust your employees to work flexibly, why hire them in the first place? A work from home program is offered but no one takes advantage of it because the policy and rules to even do so are inconceivable. The impractical policy only exists to eliminate complaints about the work from home option. It’s clear that the strict nine-to-five workday is outdated – and it won’t help support attract or maintain talent. Offer more flexible work options. Even for a job that supports customers, flexibility is incredibly important to employees and job seekers. Companies that offer employees flexibility in the form of telecommuting and flexible schedules at hand, help employees maintain a positive work-life balance. Flexibility reduces workplace stress, boosts mental well-being and encourages productivity. • Service Quality Assurance (SQA) - SQA operates under nepotism and has no idea what real customer quality assurance is about. Technicians take three chats at once. Response time is missed along with other petty competencies on a majority of (supposedly random selected) chats and phone call recordings being evaluated. How is it that we get good CSATS but bad SQA Scores? What? Yes, If SQA thinks you suck at customer service and customers think you are great, you don’t get your bonus just because your SQA score is low, not to mention the feedback provided is harrowing. The entire process is obscured and ridiculous! Why is this okay? I’ll tell you why; because upper management has no idea or comprehension in terms of what support management are doing. • Communication - Support at Xactware is complicated due to lack of communication between departments. Communicating with another department regarding a customer on chat or phone is a serious offense in the support department. Why? Management says so. Accurate and efficient communication between departments builds trust within an organization. When departments trust each other to deliver accurate information, this eliminates the extra fact-checking step that can slow down productivity. Departments must ensure that the information they are giving to other departments in the organization is reliable to help improve operational efficiency. Support does NOT do this efficiently with their teams. When inter-departmental communication is poor, customer service suffers. For example, if a client continues to receive a bill for an invoice that was already paid because the accounts receivable department is not communicating properly with accounts payable, then there is the risk of losing repeat business. To retain clients and exceptional customer service and to ensure the flow of repeat business, you need to maintain a high level of customer service through inter-departmental communication. When the departments in your company are efficiently sharing information, then clients can be properly attended to and informed creating improvement in customer service. Many organizations, for better or for worse, run on memos keeping memos concise, clear and professional. These things should be well written with attention to spelling, grammar, and overall clarity. It is better to send memos to too many recipients than it is to overlook an important recipient who may feel "out of the loop" if not copied on the latest inter-departmental message. Support is not informed on every important detail that affects the customer, causing confusion between customers and technicians. • Support Needs Help - Let’s face it, what support is currently doing isn’t working! Try something different for a change? Take a look around, take a look at the previous reviews. People don’t talk to management because no one wants to be talked down to, made fun of or put on your radar because that’s what you do! Stop it! Stop having 4-8 hour long meeting with your buddies behind closed doors keeping everyone in the dark. Why so many meetings for so long when things just seem to get worse, clearly what you’re meeting about doesn’t involve improvement to communication, flexibility, the horrible SQA program, morale, an employee’s well being, etc. These things are mentioned several times in previous Glassdoor reviews. People are upset if you haven’t noticed.
