Pluspunten
I enjoyed being able to assist my teammates on calls, and felt that we had good written resources for the most part. Customers were nice and cordial for the most part - as with any call center job, there were some that were not, but the structure in place did well to support the agents if callers were being abusive or rude. If an agent made their best effort to handle a call, they were not pressured to continue working with someone who crossed lines.
Minpunten
A lot of the supervisors do not understand how to do most of the functions that people under them need to perform, so they cannot adequately lead. People are promoted based on how nice they are, previous unrelated managerial experience, or how persistent they are with existing leadership, not based on merit. The team that is in charge of staffing often makes crucial errors in keeping the call center staffed properly, such as not making sure that break/lunch times are staggered properly or making sure that supervisors are available to agents, which lead to unnecessary stress and delays. Customers are upset that they are waiting on hold, and agents are tired/frustrated because there are back to back calls at times when it could've been avoided. A lot of the issues that are diminishing the culture are related to the unsustainable workload being put on the call agents and the TSS's. Upper management has a severe disconnect with the workers on the floor, which makes it almost impossible to trust that they can solve problems as they arise.