Extremely Stressful and Inconsistent
Pros
Great benefits (matching 401k, health and life insurance). A lot of time off is provided. The managers are great at pretending to care. Some of the zero calls are disputed. There is a facade of friendly culture and if you buy into it, you might enjoy this job. Their music videos are incredible and put together by a professional team of editors.
Cons
The time off must be scheduled at least a month in advance or a penalty is given for using it. It cannot be used as sick time . I was almost terminated for calling in twice because of the point system. Once because I had a dr's note and had laryngitis and the other time because my daughter had croup . No option to switch clients, once you're assigned to a bucket, you cannot be moved. They constantly mess up the scheduling and it takes weeks to fix. Negative surveys that you have no control over are weighed more heavily than positive surveys where you genuinely helped the client. Extremely inconsistent. The supervisors will not always back you up even if you're correct. You get lectured on your stats and not waiving fees, then the supervisor turns around and waives a customer's entire balance. They will even try to talk you into breaking the rules to avoid taking the escalated call. It does not matter if you yourself are rated at 100%, if the company is rated zero even for something outside of your control, then the call is a failure and weighs heavily against you. Favoritism. Associates who take easier shorter calls will be ranked higher than associates who take difficult longer calls, despite the former associates doing more to help the customer. It is not about helping the customer, its just about numbers. Not being allowed to hang up on abusive customers takes a toll on mental health. Being micromanaged is tiring. They will sit employees in a room and have all supervisors from all three sites on the phone and everyone will listen to the calls and rate them. The associate in the hot seat is basically roasted by all the supervisors at once. It is not a private discussion between your supervisor and yourself, but instead a humiliating roast that shames you into doing better on your calls. The system is set up so someone is ALWAYS at the bottom. Even if everyone in the entire call center did amazing, there would still be at least 20 associates in the "RED" because the ranking system is set up to always have people at the bottom in the red. Not everyone can be green all at once. Training from other associates with less experience and knowledge. They will have employees who are not even in your bucket and less tenure train you on how to take calls in your bucket. All of the growth and opportunities are sideways instead of up.