Pros
Very strong learning culture - if the company even has time to let you do the learning (in 2020, it was 'you can study for an hour each day', 2022 was "you can study if there isn't a call coming through / so actually, never") Great people culture and especially for those that crave the social interactions, some of these folks are the most amazing enthusiastic people you've ever met and they will push you forward and help if they have the time to do so Great company for getting your foot in the door
Cons
Contract Re-signs are a nightmare - The contract that I worked for had recently gone through a contract re-sign (roughly mid 2021) - Kinetic clearly bent over backwards for it and lots of people were removed from the contract to support the new reduced costs of the contract, the remaining staff were squeezed to the pip to support the increased workload, especially for the SLAs that felt near impossible to reach. Lunch breaks / arrivals / departures were timed on TV dashboards everywhere, if you were a second late, you would have management walk up to you and ask why, although they never seemed to mind the unpaid overtime because we weren't allowed to hang up on the client past closing time. Due to the increased workloads, dedicated teams were broken apart, regular staff were answering calls for dedicated team's queues, misinformation was flying everywhere and staff were frequently told to lie to our team representatives outside of the contract. Management would actively gaslight staff and lie about processes being unofficially changed, going as far to say that "all staff always answered the dedicated team's call queue" - despite over 50% of staff knowing otherwise Prior knowledge & certifications to the job was disregarded, I was asked to study basic Microsoft certifications despite having both my CCNA & CCNP, absolutely no chance to get promoted. One of my colleagues got promoted after 3 years as a CSR.