Spectrum reviews

-Mandatory overtime during days off, which prevented employees from resting, relaxing, taking care of business, and enjoying their time off. -Employees engaged in negative, distracting,non-work related conversations on the production floor (gossip, slander, and vitriol). -Aggressive performance goals and targets, which were difficult for most employees to achieve. -The quality assurance evolution process was subjective and did not factor in the end-user customer experience. -QA scores of 0 were assigned to representatives whose save attempts were deemed too weak and agents were placed on quality based performance improvement plans, even if there was no documented quality issue outside of one call). The pip required 50 percent call monitoring, and participant were terminated for any calls that were scored below 80 percent. -FMLA utilization rates were astronomical, and this had a negative impact on service levels. -A few supervisors preferred performance improvement plans (which required participants to meet all performance goals within 30 days or face termination) over coaching and positive motivation. -Performance improvement plans and terminations were common, which contributed to insufficient staffing levels and led to high levels of stress among employees. -Attendance policy exemptions were not granted fairly, equitably, and transparently. -Staffing levels were not congruent with the high call volume,and this was one of the main reasons so many employees experienced burnout. -Taking to 40-50 calls per day is mentally,physically, and emotionally draining. -The instructional strategies that were employed during training (new hire and up to) were outdated and ineffective.

Benefits need alot of help. No mentoring or coaching culture there. No sense of community. Executives do not talk to their downline, you never hear from the C level executives. Their focus is on the bottom line which is fine but they consistently forget about the people who make the bottom line happen. No work life balance as even the Senior Vice Presidents expected everyone to work long hours or weekends rather than plan properly.