Pros
Work from home is always awesome. Usually the tenant/team chat rooms are a great place. Great when you're able to help one of the elderly customers that have no other choice but to agree to the sales dept and have whatever service they were convinced they needed. Oh yeah, insurance... meh.
Cons
Despite how many times your entire training class requests to hear real calls to know what they are getting into you will never hear them. It doesn't matter that every customer hears the whole spiel telling them that their call may be recorded for quality or training purposes, it will only be used for quality control. Speaking of quality, you better be sure you use words that the outsourced quality control agents will understand. Not only that but make sure you provide the empathy statement and reflect in the right order, any sort of organic soft skill application of the statements will result in a low score. Only apply your soft skills to deescalate the situation (that was caused by the <edit>poo</edit> tenant in the first place) and nothing else or you will be targeted. Don't advise customers of the best path to get reimbursement for obvious wrongs. When it comes to the new Pay '4' Performance... The program is micromanaged to the point where the payout ends in decimal points. They couldn't even round up/down. After talking to some agents that work with the security system in the Comcast tenant that has the highest transfer rate and are constantly pushed to extend their calls with 'education' I learned the 'P4P' program takes their average handle time and transfer rate into account with the metrics. How does that make any sense to anyone? Long story short, if you can handle constantly reassuring people without evidence that they will ever be taken care of, or constantly apologizing to customers for being transfered time after time with no solution in sight then by all means take the job.