Following the recent hiring of managers/department heads with a background in call centre operations, what once was a company that saw you as a human being, now sees you as metrics such as SLA and CPH. The customer service department which I feel is the most hardworking department and really the foundation of this company has been overlooked and neglected. The department is experiencing increased work loads due to retrenchments. This resulting in limited access to benefits other departments experience like team building activities and company parties often due to the emphasis on NPT and how there is none. More specialised teams are being compelled to manage queues beyond their designated responsibilities because of insufficient staffing levels. The encroachment of micromanagement practices in our department has significantly dimished the motivation to go above and beyond for Luno, work force members with huge egos treating the people in the department like children who do not know how to do their jobs. This department will continue to lose people either externally or internally as people cannot wait to jump ship.
