Pros
The pros were the benefits
Cons
This job will do everything to avoid treating you like a human if you’re on the front lines. It was around over 2 years of back to back phone calls with them burning out their employees, they would then inevitably falter and get fired, or get burned out and quit. They took everyone’s shift so people who had tenure were now being forced to work weekends. They are constantly restructuring sales bonuses to make sure they pay the agent less but require them to pull in more money. You are required to be tied for your phone for 96% of your shift meaning you’re talking non stop but be careful of your water intake-if you have too many bathroom breaks you’ll drop below their requirement and you’ll get written up. If you get FMLA to help, they make you log every time you have stomach issues so nothing is private. Their system Bento outright lies to sales agents. It will say maybe 5-9 calls in the queue. In the past month I started looking at the real queue data and we would regularly be up to 40+ inbound calls in the queue that isn’t being divided into other queues that are fully staffed. They claim to care about mental health up until they have to take any accountability for what they do to their employees like taking their schedule, money, holidays, and restroom breaks. When you get the job you’re told there is plenty of chance to advance your career. Those who advanced told me to kiss up as much as possible to get promotions. I opted to not brown nose and just try to be a good agent and employee. After 3 rejections for dumb reasons (a call center with no dress code says I don’t dress like I want a promotion. Another said I didn’t keep in enough contact with the manager of the department I applied for (when I asked what I needed to speak to her about they didn’t have an answer). Third they told me they wouldn’t consider me for a role outside phones until I knew exactly what department I wanted to go to. Upper level employees are constantly changing departments. Promises were not kept. We were told constantly they would hire us more help. We were told they were doing their best to make sure service agents had proper training and not sending bad calls to sales. That only got worse. We were forced to do a pilot program for something called “call intents” that was really of no use to anyone but I was okay with it because it came with a promised 30 seconds after each call so you wouldn’t have to deal with the back to back and you could actually breathe. They couldn’t figure out how to make the technology work so we got a week of breathers until they decided we didn’t need it and told us to make time for it in our call and then complained when response rates dropped. All in all, I cannot recommend being a frontline employee for this company. You are disposable to them.
