Pros
Work-from-home flexibility. Consistent work hours. Reliable and consistent pay. Nice people
Cons
Employees are expected to be available on the phone almost constantly, leaving very little time to properly work on and resolve cases. Call evaluations are heavily focused on following a script and saying specific words. Missing a scripted phrase can negatively impact performance reviews and raises, even when the customer receives excellent service. Job expectations can feel unrealistic. Although the role involves troubleshooting and resolving issues rather than functioning as a traditional call center, employees are expected to answer every call, follow a strict script, document notes in real time, and effectively troubleshoot complex issues all at once. Training could be significantly improved. The onboarding process lacked sufficient preparation, making it difficult to feel confident in the role. Ongoing support is inconsistent. When questions are asked in team chats, it often takes multiple attempts or direct outreach to individuals before receiving a response.
