-Internal communication tools and systems constantly crash and could not get information to help assist customer
-Limited resources (more often no resources) and training to help customer, for example they expect you to assist a client to place an order in an iPad and iPhone, we don't even have these tools in the office! Constantly have to use personal phone and mobile data plans to help customer; they don't care how things are done as long as the customer is assisted.
-Management controls everything, they have the final say and if you are on the trainee system and you submit a reply, chances are you have to wait one or two days for approval. Chasing them is hopeless.
-Communication between regions is very troublesome. Colleagues from other regions are often bouncing between tasks claiming it is because customer is based on the closest region or because of time difference. Since the global routing, people may cold transfer calls back to the existing queues so that they can leave on time.
-Projects that are assigned are often random and pointless.
-Majority of the Technical Operations team are very unhelpful, when escalating an issue they either do nothing or waste your time, or wait 2-3 days to copy and paste your report on the bug report to escalate further.
