Pros
Fun, busy atmosphere at the holidays. Lots of candy, free lunches, and sales competitions to boost morale. The CSR team were great people.
Cons
They had just one Quality Assurance guy to monitor the heavy volume of calls for the entire team. This was a difficult task which caused him to make many mistakes on our scoring cards. Every time I challenged his score, I proved him wrong. Other Reps started to request challenges as well. Also the scoring and evaluation system by the Supervisors was becoming oppressive and overbearing. Originally the Supervisors would evaluate the live call of a CSR once weekly and provide their own score. The company raised prices on the product twice that year and inflation started to climb, thus the current year's numbers were lower than the previous year. Somehow they associated this drop in sales to the exact vocabulary and tonal quality of the CSR team, and began to monitor live calls daily and sometimes twice daily. Being called to the Supervisor's desk daily to pick apart every moment of a call is very demeaning. It didn't feel good working there anymore.