Upper management simply does not care about morale, and if they do, they're completely out of touch with what actually makes representatives want to do their job. Reps are never stood behind by the clients or upper management. The measly "incentives" offered are often taxed and taken out of pay checks, or not even applicable to agents who work hard to keep their stats and attendance up. Team Leaders become immediately out of touch once they get off the phones and forget what being an agent is like. There are a very small handful of team leaders that this does not apply to, but they're beat down very quickly by upper management. HGS is a people farm, they aren't interested in hiring quality folks (I mentored someone who was actually illiterate. No exaggerations) so the people who are good at their jobs and stay, are constantly cleaning up the messes of incompetent people who jump ship after a month. Oh! And if you get a holiday off, you're scheduled to work whatever your day off would typically be. No point in getting the holiday at all in my opinion, and no option for people who don't want their days off simply switched around. There was an outbreak of bugs in a sister building across town. In my building they posted up signs stating there was no such infestation, which was a flat out lie. The heating system my building is broken, so our agents cook to death their entire shifts.
