Job Title: Customer service
Location: Phoenix, AZ
Submitted on: 15-Oct-04
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Job Title |
Workplace
Survey |
| Customer service |
If you are not black, or gay, or a woman, or
some combination, you cannot advance in the Phoenix call center on Buckeye. In
fact, people will make fun of you. The turnover in the call center is the
highest of any call center I have ever worked in, I have worked in
several high turnover call centers in Phoenix. They will hire anyone with a
pulse, because their turnover is so high. The managers are out of touch with
reality. They have a customer delight program that
customers take a quick survey after they get off the phone with you
that severely punishes you if they give you less than stellar marks on
the survey. The operational issues are such that almost every person
who calls in is very angry over something, so it is rare to get a good
survey. The whole operation in the Phoenix call center is out of
control, and the current management team has no clue how to solve it.
You can tell that upper management has no idea or doesn't care what
goes on in Phoenix, because not one manager has been replaced in
Phoenix since I have been there, and the whole operation is such a
disaster that the management team, of course, blames on the lowest
ranking employees, who have no say whatsoever about the way business
should be conducted. After initial training, we receive no training,
no guidance, no meetings, none. There are always hundreds of calls in
queue, so they can't take us off the phones. The managers occasionally
call us into their offices to tell us what a bad job we are doing, and
then they disappear until it is time to berate us again. Bank of
America in Phoenix at the Buckeye center has no chance to retain
quality employees. The good ones leave in a hurry. The bad ones are
fired right away. If you walk into the call center, it is a big, empty
building. They hire training classes all the time, but no one stays.
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Bank of America Corp. Interview Surveys
