Pros
Work from home, good team membership, good supervisors. scheduling can be FANTASTIC for work life balance if you do it right. work 3- 12 hour days, then one 4 hour day. This gives me the rest of the week off, half on half off pretty much. I've went through a PLETHORA of supervisors. they've all been pretty great
Cons
Chaos, broken agent tools, Training for 50 different things and being expected to take care of those 50 different things on an everyday basis. Multi tasking like crazy with broken tools requires thinking outside of the box for solutions. The clients failure (if the project you're on starts to go under) can hurt agents and supervisors. Hard to get your voice heard, found security breeches with our virtual environment and was told by a supervisor to stop reporting them because that wasn't my job?? Seriously....your client faces loosing 4% of their gross profit or 15 million pounds, whichever is greater, NOT TO MENTION the MASSIVE loss of customers they will experience and you want me to NOT report these issues because it's not my job? okay...when questioned about this the supervisor replied. Well no one else has your skill set and they're not going to think like you. They're going to get one bad employee that's going to get them into all kinds of legal trouble. You better keep you're own time and HAVE proof. Their time keeping software, at lest for this project often has people late when they were two - three minuets early. You can be chatting with team members at 1:58pm, and your scheduled start time is 2pm and the system will still label you as late? well like most of our tools tp agent doesn't seem to work right either. if you're labeled late and you were on time you better have proof and a supervisor backing you up. Otherwise you're stuck with those points. No dedicated staff- This one may seem confusing but there are roles within roles with projects. You have call agents, error report agents. email and live chat agents and error report action agents...the list goes on. NORMALLY you would think if you're hired for emails or live chat and you have thousands of emails to respond to they would have you RESPONDING TO EMAILS. nope, client said everyone goes to phones when Que is high. all that training and what you were actually hired for means nothing. there is no escaping the hours of calls with confused clients who can't remember what email they used and don't know why you can't give them all the information on great grandma's account. meanwhile the email Que backs up into thousands and the clients yelling WHY ARE THERE SO MANY UNANSWERED EMAILS. i dunno HIRE MORE CALL AGENTS. This isn't rocket surgery ,it's not hard to figure out. Advancement is RARE, if you don't have a bachelors degree, a phd, if you can't explain nuclear fission vs fusion you're not going anywhere without a lot of experience taking calls. You may have noticed even though there is a lot of cons i rated this 4 stars. THATS BECAUSE I LOVE MY JOB. If you want to work from home and DONT WANT TO TAKE CALLS- join the QA team. they review calls and are hardly ever called to take them. If you agree to take training for multi national support (i support the globe at the moment with my skill set >->) please note i DID NOT GET A PAY RAISE. You heard correctly. I've handled spanish, UK, DUBLIN, AU, NZ, CA. GERMANY, SWITZERLAND, ASIA and of course North America...no pay raise...paid the same as a starting agent just coming in that can only take north american calls. so there is THAT. When asked about this it was stated you get yearly pre-planned raises and nothing can change that. Supervisor positions can be tricky, they don't hardly ever post an open position someone just kinda pops up into it. (sneaky internal promotions of pre-selected and favored people). You will get burn out, you will feel over worked. You will be angry. you will feel underappreciated. No performance rated raises. That's right, no matter how well I've done. and I'm talking 10 back to back 100% monitors with 96% customer satisfaction rating IN MULTIPLE COUNTRIES. I was never given a raise and always denied when I asked. Chat support can give you incorrect answers that GET YOU IN TROUBLE if you question something they've said research it in the knowledge base while making small talk. help desk,which has been exported to India, is horrid. They hang up on you, or blame non sensible things on the problem. usually the problem is the programming looks like it was typed out by a group of drunk 15 year olds in high school.
