Pros
Company paid for Background check & drug screening; Adequate, paid training; benefits (even for Part-timers); partial company match for 401K profit sharing plan; adequate communication between Agents and Trainers/Coaches/Team Leaders. Company/employee website attempts to engage employees at all levels; opportunity for advancement. Most employees at all levels seemed to be capable, caring people, trying to do the best job they can within the constraints of their position.
Cons
Low pay/no increases for very stressful work; unrealistic time constraints that can prove meeting metrics an almost impossible task; no real job security - both projects I worked on were ultimately outsourced to the Phillipines. Shift bids every 6 mos. were unorganized, and schedulers seemed to be totally clueless. Many Team Leaders seemed to be severely over-worked and over-stressed trying to handle an excessive amount of agents. Poor inter-departmental communication. Frequent company-related system issues caused real challenges for agents performing their job, and not enough tech support to assist agents in a timely manner. Could be good job if you are looking for advancement and can work full-time; not so great if you just want a steady, part-time job to earn some extra income, unless you are willing to work any shift at any time, or the shifts no one else wants. Very difficult to get time off, unless you find someone to work your shift(s).
