Pros
The pros of the company are the pay and excellent training that is provided with the company. . . it's six weeks long spanning to about a month and a half. The first two you're doing modules, the last four you're on the floor taking active calls. On the third week, you're actually limited with permissions on what calls you can take so they come in slow at first. Afterward, it's game. The training was amazing for the most part - albeit it is dragged and you don't start your initially contracted shift until an additional onboarding week is had, so expect to be up early for a whole month and a half.
Cons
The calls themselves is one. Let me explain, I've worked call center work before, I also want to clarify I only lasted the training with QVC, because on week four, you're taking active calls, and I can be vouched that my AHT by John Benoit had stated it was great and I was doing wonderful. Alas, the calls themselves. The company doesn't mention there isn't a supervisory line until you're in depth knee deep into it. So, de-escalation? Yeah, that's something you'll be responsible for, and they state that you can't hang up these very calls - but then proceed to fiddle with the "gray area" notion, thus stating you have to bend the rules to decide whether or not if you can hang up a call, any wrong move for that subject matter can and will lead to termination, not corrective action, immediate termination. Let me emphasize again, I've worked other call centers. You can usually de-escalate a call by merely stating to the customer your empathy, and understanding where they are coming from without taking it personally, and from there, you can transfer the customer to a supervisor which is then better equipped to handle the responsibility of informing the customer, thus sharing the work load. With this company, you're not only responsible for de-escalation, but being that there is no exact call line, customers are instead directed to a call back basis where they are to be reached on a stated 1-3 hours. I have also been emphasized by customers that - usually it can go by a week, it isn't always the case. I am also stated to that it's going down a list, and let me tell you, QVC has a very long list. So, what do we do when customers want an immediate supervisor and you ensure them what you can do and the best that you can do and they still aren't supervised? You de-escalate, but how? You've stated to them what it is, unless it's an authority based figure, they will be dissatisfied, what does this then mean? Some calls, the expected average AHT is 333 seconds or 5.3 minutes and some change, I did manage to average one to two minutes at best I want to emphasize I did keep track of my time while being as efficient as possible. . . and at week four again, we do get all permissions at that time so we're taking every call under the sun including OS's calls. So, what does this mean? You will get calls where you have to sit in there and let them ramble for thirty minutes until you get supervisory approval for the aggression. You're advised and stated you can hang up, but then are stated hanging up could lead to termination. You still have to go by a verbiage script, even when at that point the call is absolutely discomforting. . . basically, where I'm getting at is, what do you value more - a job for fifteen an hour that raises to seventeen in two years (my contract), where you need to swallow your self-respect and constantly be cussed at (today I just quit, a customer while explaining to her a refund for postage was not optional being that a product she received was not defective or damaged in any way, and she had found a cheaper one online and wanted to return the item without paying for postage, telling her I could not refund, thus having her respond with "Shut your mouth" even though you had the lead in conversation) it's a determination of self-respect over pride, and over pay. I already got hired by another job just today after quitting, and they're paying me the same amount, with less customer interaction like that. Let me tell you, this company is not worth the hassle. Nor is it worth your emotional sensibility. Turn and run. . . no, sprint. Just sprint.