Pros
You can work from home if you are assigned to the Apple AHA project. That's about it.
Cons
As an at-home agent, here are the cons from my perspective. First of all, something is always broken. If it isn't the VPN it's the logging system. If it's not the logging system, it's the call routing, or the communication center, or one of the other many support tools we depend on to do our jobs. You can basically expect to never have all tools available to you at once. The training and resources are a joke. We got 3 weeks of training to begin with, most of which focused on very basic customer service stuff and very, very little on technical troubleshooting. We were not remotely adequately trained on using the various tools needed to work, including the logging system. The technical aspect of the training basically consisted of teaching us how to search a knowledge base. From there we were thrown onto the phones, being reprimanded for "not sounding confident" or "using too many filler words." At no point did anyone acknowledge that this lack of confidence might be due to being woefully unprepared after the useless training. Speaking of training, we are also expected to acquire new skills very often. First it was Account Security at 60 days. This was something that was mentioned in training, but brushed off as something we would not need to learn yet. When that 60-day mark hit, we were assigned a single self-training module that briefly explained this skill, then once again we are thrown to the phones to take these calls that we are now supposedly "trained on." Then came Apple Watch. Once again we were assigned self-training resources and upon completion were expected to take calls as "experts" of a device most of us had never even seen. There was an online simulator of the device, but like I've come to expect of everything at this company, it did not work. Then it was Apple Music. The training itself raised more questions than it answered, and even the supervisors I asked just directed me back to the training material rather than answering my questions on it. And now once again we are supposed to self-train, this time on supporting Mac computers.We did get a 4-hour training class, but it focused 100% on the customer service stuff we already know. Then we were assigned 40 hours worth of self-training material for the technical side. By the way, not a single cent of a pay raise came with any of these new "skills." So you get to do 3+ jobs for the price of one! All of this without even touching the nightmare that is Teleperformance management. TP's motto should truly be "The left hand doesn't know what the right hand is doing." Ask the same procedural question of 2 supervisors, and you can be sure to get 2 contradicting answers. You can also expect to be blamed for doing things the "wrong" way, even after explaining you were following the directions of another supervisor. Not to mention TP only seems to promote egotistical advisors on a power trip to management. Their scheduling policies are also ridiculous. You cannot have ANY time off, for ANY reason during your first 90 days or you are fired. I had to reschedule a surgical procedure for this reason. It's also, as far as I can tell, impossible to schedule days off at all. I put in 3 different requests during my time with TP, all at least 1 month in advance, and received the same copy-and-pasted "We value your contribution and so we cannot let you take off" message in response to all of them, including the one that explicitly stated it was for surgery. It seems like the only way to take time off is to either call out and risk getting fired, or try to switch shifts with someone. Three of my five shifts a week were 10 hours, so I found it almost impossible to get any of those covered. Oh! Almost forgot the absurd bathroom policy. They do NOT allow advisors to use the bathroom outside of your break time for any reason, including medical issues. If you do absolutely have to go outside of your scheduled break time, you have to clock yourself into a break for the duration and subtract that time from your break. And if you have to go AFTER having already taken your full break(s)? Well, too bad! Enjoy that UTI from holding it all day! Overall, TP really treats you like you don't matter at all. Turnover is insane, and it isn't hard to see why. I myself am working my last few days with them. My time at TP has been by far the most stressful, least rewarding, and overall worst job experience of my life.
