Pros
Loved the scheduling options, Loved the account I was working for, their customers were the best to work with. For my situation the pay was good due to overtime almost everyday. I have no complaints about the work. It's constant, nonstop busy. And what else would you expect from a gang of customer service reps other than a gang of really nice people to work with. I would recommend to a friend yes, but not before I had a little talk with them first about how things really are. And would I work for them again, absolutely, Knowing what I know now makes all the difference.
Cons
Unrealistic call handling metrics to maintain and you are told one thing in training and then something different once you are on your own taking calls or you are give conflicting info ro advise depending on who you get it from, so you can feel a little like, no, a lot like you have been set up to fail. You are rated via a auto system so there is no fighting it if something incorrect or out of the ordinary is thrown into your calls. The management cant back you even when they know they should. You are an employee, but not when it come to the loyalty of employer standing up for you, they are for the most part MIA when you need them. Behind the "team" hype you will find that there really isn't a "team" system, only individual agendas. So don't count on your support "team" Coach or Manager to be concerned with your metrics and success as they say. They have metrics of their own to maintain and a different agenda than yours. It's not a bad place to work, I really enjoyed the work and the customer contact and I loved the fact that you are an "employee". It's the politics and always having the feeling that you weren't being told everything. But as long as you know this before hand how it is then you can adjust and do fine. They have the standard last minute policy changes and tool issues as well to deal with that can affect the outcome of a call, but its all on you. They will never take that into consideration. It's not horrible, but they could improve with just some basic honesty and being upfront.