Pros
None, it started out bad from the beginning.
Cons
We were hired full time (40 hours/wk). During our training, the trainer did nothing, but extended the breaks sometimes 2 hours. There were people drawing on the white board as they waited for her to return. We didn't learn anything about the systems we'd be using. After this, we were thrown into ABAY. Here the leads put us on 2 chats at a time without any knowledge of how things worked. From there we went into production. Again, we have to take 2 chats without knowing how to help the customer. A coach told us we better bust our butts to learn this on our own or we would have a shift bid. October we started getting ATO "Approved Time Off". This means that they Approved our time off. For instance, on my shift I would clock in and maybe 3 or 4 hours later, they would say I was selected for ATO. I would not get paid for the remainder of my shift. This became a habit since October and some agents only have less than 15 hours for a 2 week period. How do you expect people to live off of 15 hours for 2 weeks? Next, again I was laid off for 1 week. Then all of the ICOMS agents were given an extra day off for the month of December. This meant in a week, I could only get a maximum of 32 hours, but with the ATO I got less than that. Your stats have to be atleast an 85% for professionalism , VOCs (surveys customers leave), knowledge (whether you know what you're doing) and resolution (did you resolve the cx's issue). Also your showrate(you working your required shift) has to be a 93%. My coach sent out a few post cards to some agents on her team, but I didn't receive one (unprofessional). They do not care if you're sick and do not respond to text messages or calls. They will kick you out of your systems and say you been selected for ATO, go in End of Shift and clock out. I will be filing a lawsuit against this company for stealing my time. They will take your hours away even if you've worked them. There's a lead that always discuss serial killers which makes the environment unprofessional, but if you say anything about it they'll tell you this is not the place.