Hamster in a wheel - Customer Service Representative Saga Group Employee Review

Working at Saga has been a challenging experience, primarily due to the severe understaffing issue that is reflected in our consistently high call volumes. If you're assigned to phone duties, expect to handle continuous calls day in and day out. Taking necessary breaks, even for basic tasks like updating customer notes or using the restroom, comes with penalties. Additionally, when it comes to commission, QA scrutiny is stringent, often resulting in commission deductions for minor issues found in the calls they review. This can effectively reduce earnings to minimum wage levels. Over time, Saga seems to have added more processes, making the job increasingly demanding, with the apparent aim of minimizing commission payouts. At times, it feels like the company is working against its own employees. The turnover rate here is very high, with many new hires experiencing the demands of phone duty post-training and promptly leaving. Moreover, there appears to be a lack of opportunities for career advancement, making this feel like a dead-end position. These are some of the primary concerns I've encountered during my tenure, though there are more that could be mentioned.