Good but not great
At the consumers office where I work, your career progression is to a greater extent who you know, who likes you in Management and the ethnicity you belong to. If you re good at what you do and unable to suck up to those in Management, all you will ever get is a flimsy lion's head on a wooden plaque.
Moreso, socializing and not doing your job is more likely to get you promoted than doing the actual job. Internal Promotions are unfair and processes for recognition and rewards are ( in terms of performance) unclear.
Most communications are poorly managed and so frontline agents feel the brunt of such poor communication lapses.
Most, if not all the FrontLine Managers
lack extensive experience handling calls and so cannot proffer time-saving, on-the-spot solutions when a cistomer asks for a manager.
Fresh from school,it is a good place to start but to grow as a career, the opportunities due to the NEPOTISM, FAVORITISM & CRONYISM makes OUTSTANDING PERFORMANCE IRRELEVANT and VERY, VERY, LIMITED