Policies and Procedures are not uniformed, it really “depends on your manager.” — Speaking of management, aside from focusing on metrics that overshadow the customer experience, it is clear the company just wants to fill seats with training after training class that shortly seeks out other employment after being on the floor for two weeks at best. The departments are understaffed while the people that do show to work are overtasked and worked with no improvement in sight. The systems are outdated, management is clueless and the communication, except when surrounding a topic that can be used against you for corrective action is defective at best. It baffles me that the Richmond location is surrounded by other call centers with worse environments that still manage to function better in terms of policies, resources, leadership and communication. Promotions are limited which and surrounded by favoritism. You meet with your manager once a month for “development” where the goals you have to progress past your position never get implemented outside of the meeting, but that’s enough I can provide for management. It needs work. The saddest thing is, this company had the potential to be one of the best places I was ever employed at. Unfortunately, it seemed more preoccupied with shooting itself in the foot, regressing instead of progressing. It again baffled me that we’re now in 2019 and exhibiting issues as if it were the early 2000s.