Pros
Opportunities for growth and rewards for efficient and productive output.
Cons
Overall, it was a very hostile environment with unrealistic expectations that changed very frequently, and penalties faced by agents for failure to meet ridiculous KPIs were strict and often disrespectful, where agents would just be logged out of their accounts with no previous communication about being fired. The changing KPIs were hard to meet by agents because of having to do manual documentation and storing information in excel sheets. Because of so many users using one document simultaneously sometimes the data is inaccurate. The resources given were not of quality as 90% of our leads were not able to be reached as a result of repeated voicemails. I managed to stay for a good tenure seeing that multiple agents were let go every week and I did however meet genuine persons who have motivated me to see the journey through and put my best foot forward.