My job was for a financial institution that has assets in the billions that you may not have herd about but has been in business for a long time.
I was at a point where I have been working for this company for 1yr and 5 months. The pay was about 25per hour and was not bad…until the recent changes they made to the company.
We were one of the only financial institutions to be open 7 days a week. My schedule was Sat to Tues 4 by 10. And because of that schedule it was slow on those 2 days and busy for the other 2. They changed the schedule from 7 to 7cst Mon to Sat. So I no longer work Sundays which was not that bad BUT because they got rid of the Sunday, they removed my differential pay so I lose 3 bucks reducing to 22 per hour.
VTO (Voluntary time off) was offered on certain days when it was slow, which was nice for me since I like football on Sundays. Plus you could use your PTO to pay your for those hours as well or take the time off and not pay ourselves. After 2 months it was taken away due to “not being beneficial for the company.” WE LITTERLY SAVE THE COMPANY MONEY BY USING OUR PAY OR NO PAY!
The call volume has been out of control recently where you have no time to take a breather between calls. Some of our online applications that are suppose to help our customers have never been working properly before the new schedule. We do not have full coverage for every department and some departments do not work on Saturdays making it even worse for customers trying to get their financial needs solved. They have to wait until Monday for a security member to have this resolve for them.
Because of that the people on the front line (your truly) gets constantly yelled and bombarded with insults and slurs. To an extent I understand the customers frustration, but I don't like being yelled at. I am here to solve their needs, but how can I solve there problems when I don't even know if the problem can be solved by me or by the I.T. team that does not work all the time.
I also herd from my coworkers on the floor that people are not being hired on purpose cause they want to see the numbers in the que be high so they do not have to pay us for “when we are not taking calls” which is bs imo cause more quality people is better for a call center.
It does not help that I have a medical condition that I need medication that cost over 3500 to purchase with coupons and the benefits that I had reduced it to 20.
When I started it was a decent paced and prepared for things to work properly. With all the things that have happen within the past year I just could not take it anymore. After 5 back to back calls of people yelling at me about things out of my control. I just messages my head manager that I quit and left the place.
I could not take it anymore and didn't even care about my money or benefits. So now I am jobless and depending on my last paycheck this Wednesday. I felt relieved and guilty. But I don't have to deal with extreme burn out any more.
Tl;dr: was paid 25 per hour working weekend schedule. Schedule changed and pay reduced to 22 per hour cause of it. Not hiring more ppl, mental health went in the toilet. Benefits were great and pay as well but quit cause not worth the yelling or changes to the company.