The workload and overall expectation of the Contact Center department does not match the entry pay salary that is provided for those positions. While the company puts a large burden on the Contact Center to keep the company running effectively, they provide that department with the lowest pay and lowest incentive to remain with the company long term. There is very little room for growth or even opportunities to move up within the company and hard work is often only typically rewarded with more hard work. Upper management is unwilling to communicate with other departments within the company, due to a misguided notion that their employees are untrustworthy. Due to this, there is never any transparency between upper management and the supervisor team. Because there is never any transparency, it is very rare to actually know what is going on within the company and even more rare for supervisors to be fully equipped to provide representatives with proper assistance. This approach is mimicked throughout the entire organization and has created an atmosphere where communication is almost nonexistent. In addition to this, the lack of diversity within the company is shocking and the company has no real plan to promote diversity within the workplace. There is no real desire to utilize the natural skills of their employees or to use them to foster an inclusive and sustainable environment. The company’s approach to morale is lackluster and for supervisors, it’s nonexistent. Frankly put, there is no real support, plans, structure, diversity, direction, incentive, feedback, foresight or joy within the company.
The best thing I can liken it to is that episode from The Office where Michael Scott is the “big picture” manager and Jim is the “day to day”. Brown Paper Tickets is a “big picture” company. They have a vision of what they want to achieve but no execution or foresight for how they can get there. The result is a company that is forced to address issues on a “day to day” basis, with no long term solutions. They are perpetually in a state of adolescence and it’s unlikely that will change.
