Vantaggi
some of the benefits available are good
Svantaggi
High employee hiring and firing, placing heady burden of few remaining employees to handle and pick up the volume. Management cherry picks who they want to promote or praise. You are basically being yelled at because someone in another dept is either understaffed and/or they didn't do what they were supposed to such as process a payment or paperwork. The departments do not handle their own calls, they roll over to customer service. More often than not a supervisor is not available for escalations as needed by caller. The metrics they use for call/talk time does not take into consideration that many calls will take more than 4 or 5 minutes to resolve, this will have a negative impact on your review and will be used against you. An "anonymous" survey is sent to employees for their input and then management will come directly to you to let you know they didn't receive the "anonymous" survey you. I never got kudos from management only from the people who called and thanked me for my service during my calls.