Pros
-Free Netflix (streaming plus 8 dvds at a time) -Comfortable Location -Call center environment laid back so you can wear what you like -Fun is encouraged (but not easily attained) -Good Pay -Excellent fun and Training
Cons
-3rd Party Call center expectations-with Telus International as the client. (Telus is not as "laid back" as Netflix proclaims to be so there is a bit of a disconnect there). -Changes made quickly after start so some training tools were useless such as: -Have to keep up with 3 different metrics--which is fine except for the Average Handle Time is 5.5 min--which in training was not an issue. This metric supports customers who know what they're doing such as: how to use a PC, know what kind of PC they have, IF it is in fact a PC, aware of any info on their devices. In other words a lot of elder cust may feel frustrated that agent is more worried about handle time instead of providing best cust service experience. Double Digits are not your friend. So trying to troubleshoot a technical issue with someone who is not very tech savvy in under 9 minutes or calming an irate cust because the system charged them even though they deserved a free trial or the NUMEROUS calls for payment authorizations which cause a lot of cust to have to keep double the amount of their service cost on their card at all times -Technical training is not a requirement but you'll notice most of Team Leads or CSR2's are very techy--which makes for satisfied cust because they may be able to explain why their internet may not be working properly in a confident knowing manner. Overeducating is a no-no but you will find them doing this. -You are basically encouraged to hurry the cust through the phone call and if they cannot speak English (no spanish support) you are encouraged to have them get an interpreter--also if they are not computer savvy (like some elderly people) you are encouraged to have them try back later when they can get someone to help them. Its basically refer refer refer refer when you can. Not really customer service based or rather not really customer-based. -Telus very strict scheduling environment. Make sure your attendance and adherence are on point -Recording phone calls and allowing you to listen to all your mistakes or rather having a supervisor point out things you did wrong (not much Pos feedback) and write you up for it is supposed to be a method of "coaching" but feels more like Big Brother. The threat of being let go is constantly hovering over your head. -The position itself seems highly energetic but is unstable--no career focus there -Turnover is atrocious. which leads to back-to-back calls with no breaks between. Being late or absent on weekends is double the penalty. And the schedule can change without notice.