Being in a phone-based role, it would really help to have a direct support line to reach our supervisors when we need quick answers. Right now, we only have a group chat where we post questions and maybe get a response after a few minutes. By then, the customer is often already gone, with only half the information they needed and I hate it.

Is your management really supportive ?

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What does it even mean?

Instant feedback is difficult when there is one supervisor for multiple team members. I would love to have it as someone who's also been on the phone for a while. Just 1-2 minutes is an eternity when you are waiting for somebody else to get back to you.

We have about 6-7 supervisors but it is still hard to get help from them. The issue is, there is no way for us to call them directly for help except putting our questions in a chat that takes forever.

That sounds like a mess of a system. We always have a manager in the same room with us who is ready to jump on when needed. There might be a wait if there is already somebody getting the manager's assistance, but usually we make it work.

You have a lot better system than ours. It is difficult for us to seek assistence from our supervisors. I don't know why my department lacks support.

Totally get this! A direct line would save so much back-and-forth, waiting in a group chat often means the customer’s already gone before we get answers.

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