Pros
My evaluation will concern only Teleperformance's site located in Aguascalientes, Mexico. As a temporary job, being a customer representative with Teleperformance represents a good opportunity to develop and/or enhance customer-management skills. The company provides their employees with continuous training and a strong feedback process, so that the agents can achieve clients' expectations in the short term. Besides, the company has interesting employee benefits, such as several bonues, medical insurance options, partnerships with local universities for scholarships, temporary home office, among many others.
Cons
Teleperformance's Aguascalientes site would have some areas of opportunity related to human resources management. First, the company has a significant rate of attrition, which would not allow it to keep a long-term know-how, impacting directly the way agents assist customers. On the other hand, unless the employees have a valid time restriction (e.g. childcare, medical, school, second job...), their schedules are poorly managed, which significantly affects an employee's balance between his/her job and personal life. For instance: - An agent may have finished his/her shift at 11 PM and he/she may be scheduled to start his/her new shift from 8 AM the next day - Mexican Federal Labor Laws prescribe that an employer should discuss a company's need for an employee to work more than six continuous days and to reach an agreement with him/her on a later day-off and a way to compensate it. However, Teleperformance frequently programs an agent's schedule arbitrarily, even leading him/her to work up to nine days without a day-off, which seems a violation of this federal requirement.