Pros
Work From Home was the only positive.
Cons
I am going to go into great detail about what its like there...but in short, it’s miserable. Full of micromanagement, unrealistic expectations, and suffocating policies....not to mention the worst workflow I have ever seen anywhere. To give you insight, let me break down how your performance metrics work. Calls Per Hour, Errors, Adherence, Unscheduled Time, and of course QA. You get a rating of 5 - 1. 5 being the best possible , and 1 essentially being a “0” failing score. A “3” in each category is needed to avoid being written up/terminated. Standard stuff right? Well...no. - CPH: nearly unattainable. It is a calculation that comes out to be 105 calls per day. The problem is, everything with the systems and procedures feels like an obstacle that slows you down. For example having to utilize multiple systems just to get a customer profile pulled up, then to access the system to even see if you can remove the hold on an account you have to sit and wait to be sent a ‘one time password’. Nothing is cohesive. No two systems work together in sync, and you’ll have to jump from here to there to back over there just to get started. Oh, and the timer is tickin...hurry up. So if you have one day where you don’t hit 105 calls, lets say you get 90, then the next day you better hit 120 or whatever to make up for the lesser day. And it snowballs from there...a constant running behind. - Errors: this position is expected to be ERROR FREE. Yes. Thats right. Why do I say this? Because ONE error can drop you from a 5 to a 1. That’s right. At any point in the month, no matter how good you’ve done all month on hundreds or thousands of cases...one small miss can FAIL you for the entire month. Not only does it completely deflate you when it happens to you, because it will...it also makes you so paranoid about every action you take. - Adherence: this is the time keeping based on your scheduled activities. It is unbelievably micromanaged. If you are off at all by even one minute, it counts against you. For example if they schedule your break at 10:45, but you take it at 10:46 then it will count against you unless you send a request to another department to adjust it, and you just HOPE they respond. Your entire day, every day is like that to the minute. It is so stressful. Also, for Time Keeping they have THREE different systems that don’t speak to each other to track time. It’s the most convoluted system I’ve ever seen. Avaya doesn’t talk to Kronos but Avaya is what you log your time in and KRONOS is what your pay is based on but NICE sets what you’re supposed to be in Avaya but Avaya and NICE are separate entities that don’t communicate with Kronos at all. It really is insane. - Unscheduled Time: this is an absolute joke. They talk about it like its such a gift. Basically, they give you 30 minutes a month that you can go into “Unscheduled Time” without getting a failing score. So lets say you are scheduled to be taking calls, which is pretty much all day everyday, but you need a moment to catch your breath, or stretch, run to the bathroom, whatever...well they give you 30 minutes a month that you’re allowed to step away from your computer. If you go over 30 minutes then you fail for the month. Thats right..30 minutes in a whole month! 20 shifts in a month means they give you 1.5 minutes a day of freedom. How nice. - QA: the Quality Assurance is pretty standard for a call center type job...this is actually the easiest metric to hit. They only review 4 calls a month. Follow the script and most of the time you’ll be okay. They’ll get you on little details like you didn’t say the city of the transaction or something. Which is usually because the person cut you off and wont stop talking over you. But you can easily hit the minimum QA score. A couple other points.... - Unresponsive, Unqualified Supervisors: I can’t begin to tell you how many times I corrected a supervisor, only to be talked down to, and how many emails to supervisors went unanswered. - Micromanagement: the Fraud Detection Rep job is always on. What I mean is, this is a constant all day grind of never ending calls. You will have Supervisors watching your screens, monitoring how long you’ve been on calls, and actively messaging if you aren’t moving fast enough despite obstacles. - Lack of Universal Rules: They are over zealous with taking on clients while not making the policies and procedures uniform. Seriously they service hundreds of financial institutions and when you take a call, you don’t know what special rules this particular financial institution has until you are on the phone already and pulling up the profile. It’s insanity. It feels like there are traps everywhere around, just waiting to make you fail. By the way, their Glassdoor rating is so high because in your second month they push you to submit a review before the reality is exposed. Their Indeed rating is much lower.