The CEO just recently told us that instead of raising our pay (1800 does not have competitive pay at all, it’s very mediocre) they would offer us a financial advisor to talk to. A financial advisor cannot help people who are simply only paying for the necessities like bills (rent/mortgage/utilities/internet/etc) and groceries (which we can hardly afford if at all) that live off of a sad salary. The reason they are doing this is because the “anonymous” surveys we take had a trick question that could have been interpreted as EITHER 1 we don’t make enough money or 2 we don’t know how to handle our money. Most people understood the question as the former, but the company is treating it as the latter. They always make the excuse for mediocre pay, or no appropriate bonuses/raises besides the ones we have to destroy our mental health to try and get, that inflation is preventing them from doing so. Inflation is also hurting your employees, the ones who make you MILLIONS every single day. Christmas of 2023 we had a meeting where we were told we made the company hundreds of millions of dollars more than ever before and then in the same breath were told we would not be getting bonuses or raises and only a “thank you” and “happy holidays” while the managers take their mandatory week off when they are not the ones doing the dirty work or deserve the break. This same mindset has continued through to now 2025. There are employees who have been here for 2-3+ years and have never gotten a raise, or only $0.25-$0.50 one time, even though they are working their hardest and deserve more. If they weren’t doing their jobs they would have been fired, as the turnover rate of over 100% here shows due to how quickly and easily you fire people, so they clearly deserve more. Your CEO’s are living luxurious lives while in the same breath saying “I don’t know what you guys do, don’t ever ask me for help and ask someone else” while we are praying we can keep our houses and have something to eat until our next paycheck. Also STOP TAXING OUR BONUSES!
Outside of the pay, your employees have no proper support. The workload was raised without warning (but again, pay was not raised with this which is disgusting) yet no other metrics adjusted with this and it has shown and proven time and time again since this change from 2 to 3 max chats that it has hurt your employees and your business more than benefitted it. Expectations and metrics need to be lowered when work load is raised. ART, availability, the minimum RPC, all of that needs to be adjusted to counter the influx in service chats that come with the more chats we take. A lot of this could have been avoided if the job wasn’t watered down as customer service with minimal sales, and instead is actually “make all of the sales or get fired and do customer service without sales but also it will hurt you for doing so” and a different department was made for customer service without sales. It’s absolutely possible to separate the department into sales and service even though you claim it isn’t. On top of this, the availability should not count against you OUTSIDE OF YOUR SHIFT. You have an IT team that can easily make this happen. Stop punishing your employees for their shift ending and them wanting to get off chats, and making it so they don’t have that time to use earlier in the day to get off for breaks/lunches, use the bathroom or simply to just take a breath. On the same topic of support, QA is not handled appropriately. 9 times out of 10 if we receive a low score that is not warranted we can tell you who did it without even seeing their name first and regardless of how many times this is brought up it has not been fixed. We also do not get the appropriate opportunity to dispute these scores, we send them to our managers who will most of the time give their “feedback” and not escalate it, or when they do rarely escalate it to be changed then the reason we get for not being able to adjust it is just completely wrong. People who have never done our jobs or the level of work we currently do, including our managers (who NEVER have taken 3 chats at a time), should not be telling us how we could have and should have done better. This shows a lot in the scores, especially when some agents will get 0’s-2’s for what other agents get 4’s for.
The training for new hires has diminished so much. The time is cut shorter, they are thrown onto chats before they even learn a single policy or how any of the systems work, and the other agents that have been here are left to clean up the mess while hurting their stats to do so. We understand new people will make more mistakes than long time workers, but a TON of these mistakes wouldn’t be here if training was done properly. You have regular agents training employees so that the managers and trainers don’t have to do as much work, and AGAIN additional pay is not given for this.
We are also pulled to help other departments, which is not what we were hired to do, and you have taken away the ability for the work we do in the other departments to benefit our stats. This work needs to benefit our stats or it needs to not be thrown upon us without a heads up or option to decline. Other departments are sooooo very rarely pulled over to chats when we are absolutely drowning, stop taking us off of chats to go help where it doesn’t financially benefit us. We work to make money and most of us are trained in 3-4+ departments but don’t see the financial gain of that extra knowledge or workload.
In the end, as you can clearly see, your employees deserve better. Better pay, better support, better environment.
