Pros
Starting pay, $9.00. Paid vacation time.
Cons
Rude customers and constant back to back calls. The dehumanizing attitude that "you are only as good as your metrics." If your post call surveys or deferral scores are not up to par, then you are chastised for it, even if you're giving a deferral to the poor, single mom who desperately needs it. Simply put, the metrics matter more than you or the customer. You are not seen as a human being, but as a talking head by the company. Very strict, militant times for breaks and lunches. If you have to go to the restroom, it gets announced that you are "out of compliance" for your break. Not very flexible with schedules. If they want you to be an account supervisor, you will be hounded, and even signed up for it behind your back. If you contest it, you'll fight an uphill battle. The new thing they have, called "trusted advisor" is ridiculous. It is a "customer service" program that they spent more money and time on than NASA spends sending up a rocket, and all they came back with was a program that insults your intelligence. If you get upset or stressed, nobody higher up really cares. They just tell you that this is the bane of customer service. They will say this to people who are so upset, they're crying. The only person in the "higher ups" that genuinely cares about you as a person is HR. There is always additional pressure to be the "perfect" agent, and even if you do a great job, you're not really appreciated for it. The turnover rate is very high; some people quit without notice. They just get up and leave. At a call center like this, you are expendable, because you are seen as nothing more than a talking head with an ID number. You stop being a human being in the company's eyes. That being said, I would not recommend this job to anybody that I know. It's a terrible place to work.
