DON'T DO IT - Call Center Representative North Employee Review

Your feedback and low rating were very conserning to us, so I shared your posting with Jim Parkinson, our CXO, for help in responding to your comments. Jim's passionate and heartfelt response to your posting was: "I normally would not just disagree like this. I have to point out that you are 100% incorrect. In fact, the Call Center is always considered when things are planned and we ensure that you are not left out. We recently completed CS/TS town hall, where the team was taken off the phones for 1 hour to ensure you had direct communications with me. We often bring in free lunch and dinner (Pre-COVID) for the call center team. If there is an event for lunch, or at other times in the building, everyone is given time to attend. ALL holiday parties and/or events at NAB are open, and the CS/TS employees are welcome to attend. There are times that we have folks on the phones, and those folks are compensated for missing the event. We are driven by the quality of our service and not where people live. Our teams outside the US have outstanding customer support skills and outstanding test scores. The quality of service has never been higher. I fail to see why anyone would care where the call center is located. All employees have the same training and performance requirements. We live in a global society, and that enriches our ability to provide superior service. We have invested in tools, new Hardware, training and quality control system because we care about you. Yes, we care about metrics; all businesses have to focus on Critical Items to be successful. We do plan and have continued to plan, our current strategy took over one year to implement, and we did it in the middle of COVID. In contrast, I understand that we have to put pressure on the call center from time to time due to an outage or issue. The communications and information are flowing through the systems and processes the entire time. The Call Center and Tech Support teams are critical to our business strategy, and I can tell you Marc, Kirk, Kari, David, and I all pay attention and appreciate the OUTSTANDING work the team is doing. Please don't "just forget it". Every person at NAB is important and every person that is here contributes to the success of the company. For me personally, I love the Call Center Teams and what they do every day. We Care A lot ! !" Jim Parkinson CxO