Pros
The call center is very fast paced, which makes the day go by fast. Most of my coworkers are really friendly and take pride in their job. Schedules and vacations are based on seniority, so while I am low on the totem pole, per se, I understand and feel it is fair. On the other hand, it can cause issues for employees with small children. Having a call center background, I understand the dynamics of speed on the phone and on the computer, but at times, the call volume can be very high, even with the push for self service.
Cons
The metrics! We have a scale of 1-10 on certain things that the customer rates us on with an after call survey, and we aim to get 10's across the board. However, if you have a customer that has called in a number of times, they rate the company as a whole and not the employee. And that bad review can cause your overall score to drop to 0. And anything under 9 is worth 0 or -100, so it creates a lot of stress. To me, it would make sense to have 7-8 at least mean something.
