12 employees reported this benefit
Their job training shoves the candidates through a rigorous process much too fast for the mind to fathom appropriately. I asked for handouts of particular screenshots so I could study them at home and was told numerous times that would be okay, but never received them. A game constructed for studying, Cahoots, was a timer-based game we each took on our computers that projected on a larger screen. While the idea behind the quick-thinking was good, the ones who failed to get their names up felt inadequate. This set a bad stage for well-rounded learning. After one and half weeks in the classroom, we were given a plethora of paperwork and little cards to hang in a cubicle with phone numbers, mottos, maps, etc. to use during our course of learning. We were told we are "the decision-makers" and to trust the customer's honesty. But when it came down to us making a bad decision, we were reprimanded. And although we are to trust the customers, the company doesn't trust its agents. We have a CAD system and ADP we clock in and out on each day for arrival, departure, and lunch. We're also required to use personal time to note an account, use the restroom (which is used a lot if you drink the free beverages), and personal time MUST be less than 11% to graduate. Also, where I fell short was that ALL CALLS ARE MONITORED. Not just for bad language, but to ensure the LAAF principles are used. These principles are Listen, Acknowledge (with an apology), Assess, and Fix. Every day, one or two random calls are monitored and a report is given on a scale of 1 - 4 Quality Rating. In order to graduate, one MUST have a rating above a 1.75 average, or we would be asked to leave. Unfortunately, mine was .31 short of graduation. I was raised with the mentality not to apologize unless I had done something wrong. Although I posted the notes all over my cubicle about apologizing, this is where I, unfortunately, fell short. My apology, when I remembered it, wasn't at the correct place in the rhetoric.
Opportunities to advance within the company, but career training or enhancement was minimal usually due to a lack of time or lack of mentors.