-call centers are dirty, or at least the one I worked at (guadalupe) was
-you deal with first time computer users (expect to teach people how to copy and paste, use web-based email, download/remove browser plug-ins etc.) and most people have an extremely difficult time distinguishing between issues with the OS and those with modem/router connectivity...GOD help you if you have someone that connected their own router but doesn't want to tell you about it because they know you'll have them disconnect the damn thing
-new techs aren't trained well. I worked in OneSupport for a while and was constantly spending time troubleshooting calls passed over from inexperienced techs that couldn't follow standard troubleshooting steps, this is a result of the next Con....
-poor training. When I first started working at teleNetwork you had hands on training, where an instructor walked you through a week long course. Now they have resorted to automating it all...so the training now consists of sitting at a computer, and watching a video that is narrated by the guy who used to teach the class (guess he was getting burned out?)
-incentives are given in a corrupt manner. Basically if you want to be a hard ass at this company, you have to achieve low call times (4 - 5 min.) If you can do this, you will slowly, SLOWLY, begin to move up the pay scale, but it takes a year or so to become 31337. They tell you a lot of it is based on how you resolve the issue, how often the customer has to call back, and your customer satisfaction rating, but really it's all about the $$$. If you make enough cash for the company by taking loads of calls, they can afford to pay you more
-separation between CSRs and field techs...the people who actually go out to the customers house and fix the problem work for the telephone company and they suck at life, you get yelled at frequently because of their inability to do anything right
