The management is extremely poor, everything is decided on the friendship and sympathy basis. It really doesn't matter how hard you work, how good you work or how dedicated you are. The managers are young and so arrogant. The first line managers are there just because they are friends of someone "up there". Many of them do not speak English or speak very poor English, while if any agent wants a career advance, they ask him/her minimum B2 english level !!!
There have been many bullying episodes from Supervisors against agents, the management knows but they protect their Supervisors at all cost.
No respect whatsoever for the person. Agents are left on their own to resolve problems, no significant training, no ongoing training for updates, bullying is allowed and even protected. Career advance is a big lie. If you are friend to your Supervisor, then you can have favors and protection, if not, you will be left alone no matter how right you are.
Everything is wrong there !