Pros
A comprehensive training program that comprises three weeks of theoretical classroom training and two weeks of assisted contact center training in the customer service department AKA the production floor. Secure, card-operated door mechanisms and paperless work environment.
Cons
Rigid schedules that can span anywhere from 7 a.m. to 12 a.m. and make zero allowances for dependence on transit, personal commitments (i.e. family), school engagements, or just traveling time. Indifferent management and unresponsive HR team which makes little pretense of considering floor personnel as anything but replaceable cubicle drones with headsets. High turnover and low morale among a considerable number of line staff. The front line managers - or Team Leaders - are reportedly poorly compensated for their role as well. Little upward growth potential and a top-down vertical management structure that shuts employees out of the decision-making process for their time or hours (which fluctuate according to business needs and a scorecard based on calls treated by CSRs). High turnover due to relatively frequent employee dismissals or departures. The pay is very low, considerably less than (ironically) the pay extended to direct hires of the client they represent. Inflexibility in holiday time is another factor to consider.
