Pros
As with all jobs I've held , each employer seems to be better than the last. Intuit has great benefits and can honestly say the caliber of people they attract are top notch. I have no doubt that the friends I have made at intuit will be people that I will stay in contact with regardless. The atmosphere is balanced between "all hands on deck , we have customers in que and service levels are lagging" to "don't forget that this is Wing Ding Friday and get your free food and allotment of 2 beers from the kegger on the patio". C'mon---when was the last time your performance coach told you to clock out and get your beer that you had coming to you? In that respect Intuit was almost surreal.
Cons
Outsourcing. They canned all of Mid-Market (Enterprise Support) Point of Sale and a good chunk of payroll folks. They are pushing for a "web-first" support model. Translation: Thanks for your money dear customer--the answer to your question is out there on some nebulous website. Oh , and by the way , we now charge $79/month to speak to someone in Bangalore instead of $49/month to speak to an american if you can't find your own answer. They were instructing us to take people to the web to "teach them how to fish so we'd be freed up to take the important calls". Umm ,no. They turned around and said that due to a drop in the INCOMING calls we were overstaffed. What wasn't stated is that the amount of web-based callback requests was offsetting the drop in the incoming calls. Also , in the last year and a half there was no reduction in call volume to where there was any "VTO" -voluntary time off. This is where the performance coaches would see idle agents and ask people to go home if they had accumulated vacation time before they would send people home without pay on a short shift. All off-phone activities were routinely cancelled--no team meetings , 1:1 coaching sessions , agent development time etc due to the call volume being high. Then when they announced the layoffs they tried to make it sound like the 60 days notice they were giving us was out of the kindness of their hearts. Ummm, no ,If you layoff more than so many people at a whack and remain in business the 60 day notice is required by law . They have no loyalty to the american worker. They tried to outsource the High end tax program Lacerte back in 2005 and had to yank it back to the US as those customers had clout at $10,000 a pop.
