Pros
Really enjoyed the people I worked with. Diverse company with good values and enjoyed the culture. Briefly enjoyed the work from home aspect. When you first start the job is fine, you will only take one ‘type’ of call so you have space in between calls - people who know how to play the system will avoid training for other ‘types’ of calls, which in retrospect, and very counterintuitively is the best way to do it.
Cons
As you diligently take extra training on call types like a good employee, your day slowly becomes unbearable. The scripts are painfully and unnecessarily long for both yourself and the customer. You are nothing but a parrot repeating the same lines off of a sheet upwards of 30x times a day. Every single possible thing you could be tracked on you will be, time on call, time in wrap, sales on calls, quality on calls, tone of voice etc. You are expected to spend 98% percent of your working day either ready to take a call or actively on a call. This is absolutely farcical. At the end of my time there, bar the 30 min lunch and two 10 min breaks, I was talking for the entire 7/8 hours of my shift. Speaking to a person in customer service is coveted in this day and age and you will NOT be treated as one. Everything is done from a view of squeezing down on costs, they want to pay their staff as little as possible, and charge the customers as much as they can get away with. If you want no routine, for your shifts to rotate between 8am-4pm, 10am -6pm and 11-7pm weekly, to work every other Saturday, to take boring and painfully repetitive calls from the moment you log on to the moment you log off with absolutely no reprieve, while getting paid the bare minimum to do it, then this is the job for you! I managed 2 years and my mental health had honestly never been worse. One week at my new job had me wondering why I ever did it to myself.
