Pros
Work from home and flexibility with schedule. Fairly easy job once you have the learned protocols and policies to follow.
Cons
Extremely poor new hire training. Poor pay for the expectations/work load. Unreasonable amount of work for agents for such low pay, back to back calls for 8 hours with just 10 seconds between calls (and that is IF the system doesn't glitch and remove the 10 seconds you get to breathe between calls). They base your performance on metrics that are no longer recorded accurately since they decided to suddenly change the system software for phones. They didn't give the employees any warning or training on this change. The call volume is so high all the time, there is almost never a time when agents aren't taking back to back calls. Not much room for advancement that isn't just taking calls. They also laid off around 180 people earlier this year over a zoom meeting. This company doesn't care about its employees. One of the past 3 CEOs the company has had in the past year and half held a "town hall meeting" for the employees but didn't allow anyone to ask questions. That's not a town hall. Even if you work hard and communicate issues with your supervisor, they don't care and they won't work with you. "Coaching" is just your supervisor saying "do the thing and we'll check back on it next week." I no longer recommend my job to others like I used to. Its changed for the worse these last 6 months. Steer clear. There are similar companies that at least pay you more for the same work.
