Pros
Love working at home. Equipment is provided. Pay is good. Love working with customers! Can I say that again? I love working with the customers!! A few are cranky but usually they are really good and most appreciative of the time you give them.
Cons
Where do I start? 8 to 9 hours a day with 2 -15 minute breaks and a 30 minute lunch. Log in to start the shift, out and in for breaks, out and in for lunch, and out at the end of the day. Don't be late starting or coming back from breaks or lunch. Tardiness is a no-no! You get PTO but you can't get anybody to approve it so you can use it. You'd better write down your confirmation number when you call the IVR to report an absence or tardy or so I was told it could come up on your attendance as a no call no show which is worth 2 points! Get those doctor excuses and turn them in to your TL but don't expect the excuses to be approved. You'll end up with points for those absences too! Training is a problem. We need more training on real devices rather than simulated articles. Once you hit production you are expected to figure it out for yourself. Love helping people but management wants us to rush customers off the phone when there are a lot of people, seniors especially, that have lots of questions and want more time. There are so many rules and procedures to follow and things are always changing such as software upgrades and issues stemming from that. Company owned equipment is often techno challenged. What worked great yesterday may not work at all today. You can get attendance points for that too because if it makes you late, then it's a point and if you can't work because the issue isn't resolved then you will get a point for that. You will basically get points for everything that is an adjustment to your schedule because the company is very strict and has lots of crazy rules. You should have a coaching once a week with your TL but it usually does not happen. They tell you they will make time for it but then something comes up and the next thing you know it's another week gone by. TLs and management are always meeting about something which removes them from our chat area and then we lose the TLs as resources for answering questions, especially when we are really busy.
