The management of people and customers. Due to the computer system, this took overall customer and employee satisfaction. Hitting certain call rates was more important.
The process from receiving calls from escalations from head office to then forward on to scheduling located just a few desks away. Reduces time spent with drivers and the operational duties. It often feels like where just the middle chain. A better process could be thought out.
The whole thing.
Incorrect information! and poorly maintained vehicles. Public people who think they are clever and call you names and take the micky for what you do.
Watching out for discarded needles/sharps in the waste bins