Pros
Previously a primarily rural Telecom company. It was a charming place to work. The customer base was mostly older country style people and were pleasant to deal with and very appreciative to get the assistance they needed. We were not scripted on the phone so the customer would get a personal experience and we were free to do what was needed to get them cared for.
Cons
HR is rude during hiring process for external on-boarding and for interviewing for internal positions. Company is draining itself from the inside due to it's current debt/stock situation. Outsourced vendor support is horrible. Internal support is overworked and understaffed. Opening a trouble ticket for dispatch now can negatively impact agent's pay so they don't want to dispatch even when it is necessary. Calls are now partially scripted. High percentage of customer callers are furious and deservedly so. Field support has also suffered severe quality down turn due to company cut backs. Out of pocket benefit costs to the employee have spiked upward to be almost unaffordable. Senior management exits are announced on a regular basis in the last 2 years.
