The Worst Call Center Ever

This has been the worst company I have ever dealt with—not only within the courier industry, but overall. It is difficult to believe that there is any quality assurance in place to monitor calls, especially given how frequently calls are dropped without explanation. The level of professionalism and work ethic is extremely poor. If I had the option to choose my delivery provider, I would avoid them entirely. Their effort seems minimal, just enough to keep operations running. In fact, their customer phone line should be reconsidered altogether—I hesitate to even call it a support or customer care line, as it provides little to no value. It has seemingly become normal for agents to mishandle calls. For example, being caller number 30 with a stated wait time of one minute, only for the line to disconnect repeatedly, strongly suggests that calls are being dropped. Agents often attribute this to “system issues,” yet there are instances where calls are mistakenly answered, with agents speaking among themselves in the background. Once they realize the call is still connected, it is immediately terminated. At this point, outsourcing the entire department may be a more effective solution, as there appears to be a clear lack of engagement and accountability from the current team.