Pros
It’s nice to be able to work from home, they provide the equipment (except internet of course), and it can be nice WHEN you can actually help people. Pay is decent and the benefits aren’t bad.
Cons
This is for the Bank of America contract, I can’t speak for other departments. I’ll just say it: THEY DON’T CARE ABOUT CLIENTS. Fun fact: if you call customer service and your call takes more then 6 minutes, you are hurting the agent you are talking to. This situation has actually come up (not going into detail for obvious reasons), client is circling the drain on overdraft fees, switching to a different type of debit account would drastically improve their situation, but… well I don’t have the time in my call time average to suggest and go through it and don’t want a Corrective action. My numbers are fantastic, I actually care about our clients, but doesn’t professionalism, knowledge, empathy, etc is less important then the call time, surveys, and the script…. “First thing you should do when you get a call is figure out how to end the call….” I thought it should be first thing you should do is help your client with their issues… I want to enjoy this job… I really do… but I am a number to them and I truly feel like they don’t care and want to rush calls. Frustration is an understatement and the stress caused by this is awful. Oh and if you do everything you are supposed to do, followed the script, and kept it a quick call, but the client torches the survey solely because they didn’t get fees refunded: there is not option for appealing surveys. Response is: “well just get more to bring your average up…. “
