Pros
The people that work there are friendly, and teams are supportive of each other. Team management are trained well to make it seem like they care about the well being of their employees, but are ultimately still just pawns of a corporate culture. They do work with employees who have disabilities or need time off for medical conditions. But getting PTO for anything else is very difficult as their staffing is always at a bare minimum and they say they do not have the staff to cover it; purely because they will not hire more people and the employees they do get, don’t often stay for long. The employees are generally very passionate and actually do care about the patients they work with, and want to help them. They are trained very well to be empathetic. But the programs have very strict qualifications, and part of the scorecard calls are graded on is how long they take, which takes away from how much empathy and understanding can be expressed in a genuine way. The benefits they offer are pretty decent or at least standard. The starting pay is pretty good too, but there is very little growth. New employees are constantly being offered higher pay while the long term employees do not receive annual increases or bonuses. They offer remote or hybrid remote work options. Their training is, for the most part, very thorough. Once you get the hang of the job it’s fairly easy, even if the call scoring is somewhat rigid, so most employees don’t perform stellar on paper; but their team leads are good about commiserating, acknowledging their efforts, and passing the buck onto corporate so employee moral doesn’t tank completely.
Cons
Employees do not receive an annual salary increase unless they receive a rating of “exceeds expectations” which the standards to obtain are so high I never knew anyone that did after working there for several years. They do not offer yearly or holiday bonuses for incentive either, instead employees are given the option to pick from a list of limited supply company branded gifts like T-shirts or blankets. The turn over rate is ridiculously high. Of the training class I started with, some were gone before training ended, most were gone within a few months, and I was the only one who lasted more than a year. You can written up for things that aren’t even in the manual, and there is no rebuttal or recourse for normal employees as decisions for these write ups are ultimately signed off on by HR. They also encourage the write ups of employees because when an employee has an active write up, they are considered “Ineligible” for any possible annual salary increase even should they some how obtain the elusive ‘exceeds expectations’ status. They constantly talk about how well the company is doing and report income revenue increases as well as bragging about how they’re on some list of ‘great places to work’, but their employees don’t receive any real recognition or incentive for their part in making the company thrive. The recognition they do get for being a ‘top performer’ is basically equivalent to a monthly pizza party. And even employees who regularly qualify as a top performer for these luncheons, still only receive ‘meets expectation’ standards on their annual reviews.
