Well there is a couple; 1. We are graded by customer comments made through surveys, so if you get a negative survey, even if it doesn't reflect the customer service, it still reflects negatively against you...Say for instance if a customer is upset with a policy and you are not able to violate that policy, the customer can write a negative review and it rates in your ranking as an employee, which is unfair, because you can be competent, courteous, willing to help and professional and still get a negative survey because the customer is upset with a policy and then you have to suffer the negative score in your ratings.
2. I do think that customer service, particularly all of us but especially @home agents are underpaid. We or should I say I make 8.50/hr while I constantly see where TeleTech is advertising to pay 10.00+/hr to potential employees with no experience to come and work in the call centers. With that being said, the cost of living today is not being satisfied with amount of money that they pay. If the job is slow, they cut your hours, so the demand is high, they add hours, so basically, they don't appreciate, what we have endure to work, let alone the rush of phone calls, back to back to back...all day for 6-8 hours day...being able to multitask.....meet quality control, remain professional with rude customers, for months at a time, and still not receive a raise. I've been in my current position over 6 months....I come to work faithfully. I still haven't seen a raise and I've been working here for almost a year...With all of that being said it is a job!
