Pros
Central location with easy acess to highways and byways. Nice facility with building maintenance and security. Human Resources available on a daily bases. Computers setup and networked for good communication with co-workers and performing the job. Morales is focused around the employees checking their attitude at the door. You only have to do the best you can on job tasks and duties. Quality Assurance is highly focused on meeting the demands of the client and making sure the agent is receptive to one on one reviews. Avaya phones systems are setup to be used which gives the agent good time management focus. Intranet is used to assist the agent in keeping their knowledge focused on updates weekly from the clients prospective. Management does assist employees with hand outs and attend to agents when you raise your hands high in the sky.
Cons
The training session was unorganizated and lacked qualified trainers in my opinion. New employees and contractors were fired on the spot if found sleeping during breaks or if their cell phones were seen during training classes because PFSwebs policy is no cell phones or sleeping on the job. The Corporate culture is hard to adjust to because they are very layed back not as approachable. Poor communication is somewhat shown from management its obvious they seem to not use all of their resources. I do not like their 6 point system which marks you late even if you are one minute late. In my opinion, the team leads are chosen unfairly because they come right out of the training classes with everyone else which means their salary is in the same range as the agents. Sometimes you are graded on things which the company hasn't completed but management and Quality Assurance do expect you to just acknowledge what is presented. I have experienced being talked down to instead of talked to like an adult. Supvisors are too booged down with work which they do not have time to talk to customers on the phone or really mold their teams.