The challenges
Meeting unrealistic kpis in particular meeting AHT. Also, completing all the extra tasks that are expected of you in addition to taking calls (ie: keeping up to date with the constantly changing procedures, contributing to continual improvements, monthly checkings, timesheets, coaching requests, online learnings, case managements, complaint handling & escalations, hosting team meetings & other ad hoc jobs that get thrown in which you are expected to complete). Also, if you get stuck on a call it affects your compliance scores!