Pros
- Pay was good when I started - Health benefits were affordable when I started - CPH was manageable when I started (I hope you're seeing the pattern here) - Call flow was simple when I started - ACW was manageable when I started - Managers cared when I started
Cons
- I started at the lowest position of CSR 1 making $17 an hour, got a few promotions, then got demoted back to CSR 1 for $16 an hour. How is that fair? no idea at all. there was no respect for a tenured employee, I even asked if I could go back to a CSR 3 because my "demotion" was due to something out of my control. and they said I have to "earn it". WHACK! - When I started, my health benefits for just me were less than $10 a month. Suddenly they spring this "fitness plan to lower your health benefits" on us that no one in any of the training classes were aware of until we were getting emails saying we needed to complete them. So then they started taking $90 out of my lessened paychecks. - When I started, expected CPH was 4 calls per hour. that was our goal, it was easy because we all can handle appx 15 min phone calls, some shorter, some longer. THEN, They hiked it up to 5-6 CPH, and I got written warnings for being under 5 one month. Threatened with separation from the company. - The call flow used to be as easy as stating your name, getting the customers name, getting the problem, being the solution. after we got out of training, we were culture shocked to say the least. They had us trying to drive sales as regular customer service employees (they had a sales department). We had to beg customers to add new lines to their plans on every call. I got another written warning for not doing this because it was against my morals. - ACW (after call work) is an aux code employees used when they need to finish up notes. When I started, we were allowed 2 minutes of this. Wen I used for most calls, then they changed it one day to where we are not supposed to use it at all? These "higher ups" think we don't need to finish notes or mental health minutes to calm down and that's ridiculous. They don't do the job, they sit in their offices and flirt with one another until they have the 2 hours a day where they have to do 1-1's with their employees. - Towards the end of my employment, my supervisor would find a new reason to pick at my performance every week, to the point where I started to have bad anxiety. I had to keep leaving because I was already worried about the decrease in my pay affecting my bills, with the health benefits and taxes taking out so much, so i had to get FMLA to cover it and she still kept picking at me on every call it was always something new until I got to the point where I couldn't move out of bed for days. My anxiety got so bad to where I couldn't talk and I had to quit.
