Pros
1. Great affordable benefits including health care, 401k, vision , dental , legal, etc. 2. You get 3 weeks paid vacation per year. 3. Friendly employees in other areas that we make contact with. 4. All the overtime you want . 5. Team who works hard and very responsible. 6. Employee appreciation day 2x per year. 7. Lunch kiosk and cafeteria that serves various meals such as burgers, sandwiches, deserts, grilled food, soups, salad, snacks etc so you always have a lot of options when choosing lunch each day without the hassle of driving into town to grab lunch. 8. You get hour lunch breaks and two 15 minute breaks throughout the day plus two days off during the week/weekend. 9. Casual and laid back atmosphere where you can wear jeans daily. 10. Free access to continuous education coursework ( you will be to busy to work on these during work, but when you are at home and on weekends you will be able to access the material) . 11. Pay for performance bonus each month as long as you meet the standards to receive it, the amount varies based on how many people also get the bonus, mine averages out to be anywhere from 60.00 to 350.00 each month that gets included in my last paycheck of the month.
Cons
1. Lack of on going training/coaching for agents performance improvements. 2. Lack of appreciation from upper management 3. Lack of focus on employees and team building. 4. Lack of structure and routine 5. Products thrown on call center team last minute leaving call center agents un prepared to answer customer questions and not having sufficient procedures created on our team sites. (it's embarrassing when you start getting calls for a product and you have little to no information on it , so you are left guessing or providing wrong information to callers) 6. Agents are treated more as someone to answer the call fast to make Service levels vs answering a call and providing quality/accurate information. It's all about answering the calls to make Service levels, which creates lack of quality calls because you are rushed to get off a call to answer the next with no training. Some days you have back to back calls all day and the call center isn't properly staffed or trained to take those calls . I have seen agents still in training get asked to get on the floor to take calls , unacceptable. 7. Bringing more clients in to bring more money into FIS is more important than focusing, building and retaining good employees. Everyone is disposable in the call center, meaning any agent, escalation agent, team leader and supervisor is replaceable in the eyes of management. I have seen a dozen good employees find other jobs because they did not feel valued or were not fairly treated. Management should focus on employee retention vs having to rehire new staff because of careless attitudes. 8. Job does not pay enough for work load performed. 9. Management in call center does not give fair chance at promoting people. Promotions are delegated to employees vs going through a fair interview process to see who would be a good fit for the team/floor. 10. To many escalated calls and call reviews due to poorly trained agents. Call center should have very few complaints by customers and clients.