This is a continuation about working at the Sears Call Center which is like the job from ***. As I stated earlier, you are lucky if you speak to your supervisor all week.
When you do, it's all negative feedback. The people that seem to get the best ratings are the most abusive, ghetto-talkers. I used to sit next to people and I could not believe the way they spoke to customers on the phone--so rude and disrespectful and for some reason, Sears seemed to reward that behavior. The less you actually gave the customer--the better.
These same abusive people are the only ones that stay there. Anyone with other employment options will not stay. The desks are filthy and the drawers are broken. You're not assigned your own desk so you must shuffle around looking for one.
There's not enough for the people who work there and the computer systems are these old DOS systems--it reminded me of the mid-80's. A lot of the computers are broken and the chairs are broken. It's really hard to function there. There's so little you can actually do for the customer--it's pathetic.
Customers call in and are redirected all over the country and even out of the country which Sears won't admit. As an employee, I would speak with another Sears Call Center and I knew they were out of the country. I would ask them, "where are you?" And they would say, "we are not allowed to disclose our location." Sears is totally outsourcing and they won't admit. I heard through severals sources that they have a nice call center in the Phillipines (which they won't even admit) but the one I worked in here in the US was a dilapidated and falling apart.
Every time you call in, you'll get someone different, God knows where. And they really can't transfer you to a supervisor. They are so overworked. They just assign another employee to call you back.
They will say they are supervisors but probably 99% of the time, they are not--they are told to say this, however. People say this all happened because of Kmart and that they ruined Sears. After seeing what's happening there, I could never make a large purchase from Sears again. It's too big and quite frankly, with the system they have, it's not going to work.
They need to completely restructure, re-vamp, overhaul their customer service. It's sad, I used to like Sears. But if you saw what I saw there, all of these complaints would make complete sense.
There really can be very little positive resolution with the system Sears is utilizing.