One of the main issues at Surecall is the lack of effective training. Most of the training consists solely of watching videos, which is not a very effective way to learn. It often feels as though this approach is used to save time or cut costs. The number of accounts each agent is expected to be trained on is also overwhelming.
For example, I am classified as a Titan 5, which means I am expected to handle any call that comes in. However, it can be very difficult to do so when I may not have interacted with a specific account for months and only received video-based training for it. In those situations, it is unrealistic to expect agents to confidently remember how to handle the call.
I preferred the previous system, where agents were divided into smaller clusters and trained on only three to four accounts. That structure made the work much more manageable and allowed agents to build confidence and consistency. Unfortunately, with the current workload and relatively low pay, it is not surprising that many agents choose to leave.
After nearly four years with the company, I still struggle to afford basic living expenses such as rent, which highlights how severely underpaid many of us are. Additionally, while some Gurus are supportive and knowledgeable, others lack leadership skills and instead rely on authority rather than guidance, which can be discouraging and demotivating.
