I've worked in 5 other call centers and never had so many calls come in so fast. There's no wrap up time after calls, except for an inconsistent 15 seconds. Most of the time, there's no wrap up time at all, and the next call comes in before you've finished the last. Complex wrap up due to fraud? They don't care. Prepare yourself to take 100 calls a day.
Also, the systems are the most unreliable I've ever seen. The phone system, IC3, freezes up or otherwise fails several times a day during calls, either disconnecting customers, disallowing holds or transfers, or disallowing disconnection from the call while you're being cussed out for how poor the service is.
On top of this, CCA, the system for looking up accounts, also typically fails several times a day, and it's not uncommon the system for activatiing cards at purchase goes out entirely so that the center is stuck manually activating gift cards.
I should also point out that there are cameras everywhere and extremely arbitrary, stupid rules are enforced as if you're a prisoner in a gulag. For example, one of my coworkers was twirling left and right a bit in her chair and a member of management approached her after observing her on camera and told her to stop twirling in her chair. She wasn't hurting anything. If that isn't stupid, creepy, and totalitarian, I don't know what is.
And it's appropriate I use the word "gulag" above, as they also keep the temperature so low that I have to bring something to keep warm even in the summer. Oh, that old Siberia feeling.
Prepare yourself if you think about working here. You will be on a treadmill you can't keep up with, hounded by management over little things that don't matter as you're under constant surveilance from above, freezing in the middle of summer, and having customers often cussing at you and otherwise being frustrated and rude due to their terrible experience with our cards and even worse service. How do you want to spend your life?
