PLEASE READ!
The company is very contradictory. Let me explain why. They are all about wanting you to do well and advance/grow into new positions. Here's what they don't tell you. If you start off in customer care like I did, this will be the BIGGEST mistake you'll make. The company has over 170+ clients, they group the calls into "buckets" and depending on your bucket, you'll either love it or hate it. I have online catalog. These are the worst customers you can deal with out of any bucket. They are all 50+ in age, and really shouldn't be allowed to have credit cards. You will be super stressed out everyday dealing with these calls. Let me explain rankings, it's really not that hard to rank. It consists of 3 main things to focus on. The most important part of working here is the team you are on, the supervisor you have, and your voice/csat score. You will NEVER get to switch positions if you don't consistently meet the VOICE/CSAT metric. Mostly CSAT. It's the overall customer satisfaction. It's really a lot harder to get a good survey score then you'd think. Especially if you have the online catalog bucket. You will do everything right and still get a bad score. If you don't have a good supervisor or team, this will also effect you. Your teams voice is 40% of your overall ranking, so no matter how well you do, if your team isn't doing well they will sink you down. Some of the supervisors really shouldn't be in their position. Basically, your experience really depends on whose team you will be on when you start.
