It's a call center gig...
Pros
- Employee break and relaxation rooms - Free coffee - Free services (phone, internet, and TV) - Free parking - 24/7 on site security presence - Green Time (unpaid time off during slow hours) - Paid holidays (double time) - Vacation time is forwarded at the beginning of the year - 1 month of training prior to taking calls - Most customers are pleasant to deal with, resolving issues can feel rewarding - Coworkers were always very friendly and kind - Casual dress down days, maybe once per month
Cons
- Strict atmosphere, everything from the dress code to the call handling procedures are micromanaged - Extremely disrespectful customers are a common occurrence, expect at least one or two per shift - No 3 strikes rule for abusive customers (you must handle them, not allowed to drop or transfer the call even if they resort to personal attacks). Dropped calls are grounds for immediate termination. - Escalating calls takes a long time for a lead/supervisor to handle (15 - 20 minutes average) - Calls are usually back to back, "slow" periods are only 1 - 3 minutes between each call - Using the "work time" state for taking notes after each call is discouraged, if a call is dropped expect to take the next call immediately without any preparation or warning - Personal time (I.E. bathroom breaks) are heavily monitored and corrective action will be taken if you do not wait until your break - QA calls are heavily micromanaged, points are deducted for factors such as "voice inflection" - Overtime opportunities are few and far between - Work stress is taken home, I would get anxious in the time leading to starting my shift (only work I've taken on that made me feel this way)
