Potential is there, but a LONG way to go.
Pros
They try to keep it fun. Good opportunity to earn bonuses and prizes.
Cons
Missing the bigger picture. Management are on salary and do not have 401k. My first couple of weeks there, I witnessed them demote several managers because there was not enough agent employees to allow them to keep their positions. Calls come in back to back and the breaks are two 10's and a 1 hour. The two 10 minute breaks offer little time to actually recover from back to back calls. 1 hour lunch just means you'll be spending an extra 1/2 hour longer per day at the location than you probably would like to. You are expected to take these back to back calls while fully supporting the customer by following a very impersonal script and making sure to robotically show empathy to the customer while being sure to not take more than an average of 14 min (?) per call do do it. Training is fast and insufficient. As with most call center jobs, most of the tools you will actually need to use will have to be learned while you are actually assisting customers. This would be an acceptable inconvenience if the rest of the policies set up were realistic. There is little to no floor support for agents and getting assistance can sometimes seem impossible. $12/hour? Yes, but only after you have been working for 91 days. Until then its $10.50/hour, you will get back pay if you can afford to make it til then. The point system is honestly absurd. I had more points at that job then anywhere else I have worked in over 15 years, but the point system is just comical. If I am not mistaken it takes 14 points to get fired... Why not just base it off of 7? Having people feel like they can get so many before they get correctives just shows how hard you have to try to appeal to the ones that don't want to actually show up and excel in their position. If you have to leave your shift 1/2 hour early, you will get the same two points you will get if you only work the first 1/2 hour of your shift. Turnover is massive, could be a good thing for you if you need a job, probably not a good thing if you are trying to see that it is a job people stay for. Maintenance that should be done in off hours is done while you are working and will result in bathrooms being closed when you may have only 10 minutes to access them. If your manager is as awesome as mine was, they will go out of their way to assist you if they can. Managers are unreasonably busy, partially due to insufficient or non-existant floor support, so they will have to enforce the policies placed on them by their managers without necessarily having the time to correct the underlying reasons the policies not being met. Something is seriously broken in this companies policies/procedures. Out of a class of around 30 people, there were only about 6 still there at the 90 day mark.
