The training was only 3 weeks and it didn't cover a lot of the bigger bases in my opinion to be able to effectively help customers. They wanted us to promote services and upgrades to the customers and had to have a certain amount of successful transfers to sales in a month. There was also a test on how you pitch the upgrades and services to customers we had to pass. You weren't allowed to take any days off without calling an attendance line and getting a point. If you got too many points in a given time period you would get talked to about attendance. The most paid time off you could get in a time period was not much at all. The actual job was awful. The amount of calls they expected you to take in a day was overwhelming. The amount of support you could get officially from the company was slim. The help you had to get was from a Tier 2 Agent and you could only communicate through chat. They also were tasked with helping many agents at once so the wait time for a response was very long. We were expected to write a documentation case of what issue the customer had and the steps we took to fix it with them while on the phone trying to help said customer. We had a minute after the call was finished to finish typing our case. It was almost impossible for a newbie to be able to effectively help the customer while also researching what to try while also noting down what their issue is and how you're helping. It was overwhelming all in all. The hours were given based on participation in training despite a vast amount of time being wasted by people not listening and having to ask the same question on what we went over in the training class. Getting stuck with a closing schedule and having to keep that schedule for a long time doesn't seem very fair to me. After I had a hard call my team lead called me and ended up giving me the flowchart rules on how to handle irate customers which didn't help my state of mind in that moment as I was still very upset from the confrontation with the rude customer not listening to me at all.
