Been there for a few months. The training was rushed. I talk to doctors all day and all I was trained to do was data entry for their orders. Now we're so short staffed I'm not even able to transfer to the department that's actually knowledgeable about what they're asking. For a while we were told to ask for their number for a call back now I'm getting yelled at for doing that. So I'm telling them to call back and press the other option for an agent that's knowledgeable about our products. Got yelled at for that. We have a chat but more often than not I'm ignore and told it's in the resource folder, it's not. And when I say that they never respond. So I've been keeping the customers on hold until they respond and usually around the 20-30 minute mark they just disconnect.
So I tried winging it and not asking for help. Got yelled at for that. I had someone request a call back from an agent who's in escalations but it wasn't an escalation they just like talking to him I guess which is usually fine so I sent an email and got yelled at for not using escalation protocol even though it wasn't an escalation. this company is very well known and in the entire country we are the only call center and we only have 10-15 agents. I've been having breakdowns and the management just tells me to suck it up basically. Everyone is at each other's throats and takes this job way too seriously. it's just so much. The money is too good to leave but God I fucking hate this place so much.