Pros
-Easily crushes starting pay/benefit packages at the majority of other call centers in the area -Tough interview process helps to weed out unmotivated and untrustworthy employees -Well-maintained, secure facility
Cons
-Scope of the job is too broad to truly be an "expert" at any one thing -More time and focus is spent in tracking/attempting to control a bizarrely intricate list of metrics than actually attempting to serve customers -Some metric expectations conflict with each other and/or are largely influenced by factors out of a rep's control -Expectation to follow the "values" is so intensely pushed that they are not so much truly held beliefs as posturing to impress senior management -Informational databases are poorly organized and don't run well -Employees are brainwashed to zealously praise the company regardless of actual conditions, and there is a constant undercurrent of fear-based pressure to stay in line -Stress level is INTENSE and rarely proactively addressed by anyone in leadership, many of whom often go so far as to act surprised or accusatory if there is any direct mention of the toll it takes -Performance feedback is vague and varies greatly depending on who's giving it -Automatic assumption is made that poor performance = low accountability, without any consideration of global factors and real-world scenarios -Reps are given more coaching as to how to make a customer believe their issue is resolved (at least for a while) than to actually resolve it
