Vantaggi
The actual work wasn't rocket science. They offered bonuses for those who processed the most orders with the least errors.
Svantaggi
No repercussion for staff that sat around all shift with extremely low processing & call volume. (Meaning it was okay to only complete 10/20 orders in a day when the average was 200+.) They reserved certain accounts for only specific operators to process which gave them higher volume and kept them in monthly bonus, so if you weren't in the clique you couldn't earn bonuses. Once orders were processed you sat around bored waiting on new ones to come in, if 5 arrived and 7 ppl were waiting the highest in the clique was given first choice for the best pointed ones to earn bonus. It was easy to get passed over for opportunities as the work was never distributed evenly or fairly, nor were the expectations on performance. During calls, there were specific companies we were not allowed to be honest for regarding the wereabouts of out of stock product. We had to tell clients it was "coming soon" when in reality there was no date. On some products the customers had been waiting over 2 years and we were instructed to direct them away from refund options when they asked. Lastly, there were zero measures taken to ensure customer credit identity was secure. I had hundreds of full credit card numbers with addresses & phone numbers across my desk every day. They were never blanked out after processing for storage either. Records dating multiple years back in boxes on flow racks full of credit card numbers with the adjoining personal address and phone numbers just sitting around for anyones gawking eyes to get into. It was already in the computer system, it didn't really need to be saved visibly on paper eternally too.