Everything else. Back to back calls, our two 15 min break times vary everyday, work schedule will change every few weeks and employees are expected to go with it, the phone tree is a dumpsterfire and so is IT. Experian intentionally makes it hard for consumers to reach live agents, and even when they do, there's no guarantee that the line won't get disconnected during the call or the agents' CRM won't freeze. Management is shady and unsupportive. All they focus on is our metrics, they don't have our backs when it comes to the day to day issues that impact our metrics. For example, supervisors do not take escalations, ever(!), but will ask us to lie to consumers and promise them calls back. Some even belittle callers, implying that callers are just idiots or liars, and don't take their credit report concerns seriously. When we agents report technical issues, they blame it on our internet or refer us to their incompetent IT team. There is NO pay raise with upskill. On the disputes team I was still EXTREMELY limited in how I could help because of Experian's restrictive policies and procedures. There is no way to move into another department or grow at this company either. It's unfortunate but true that a good number of people who work here are either undereducated, unprofessional, or unempathetic, but it's like Experian intentionally hires people like that to frustrate callers and keep call volumes down. They eventually plan to get rid of live customer service agents completely to cut costs! I worked here for a year because it was remote, I couldn't find work in my field, and I had to have A Job to pay the bills, but I've been absolutely miserable. This crappy call center and company are not worth it!
