Vantaggi
Pay is ok Benefits are ok If you find the right people, the people are great
Svantaggi
They way overwork employees, expecting them to hit ridiculous goals for calls per day. You cannot effectively resolve customer issues in 5 minutes or less. Sometimes, they require a lot more time, and if you're focused on first call resolution (something they push), then you need time to make sure you resolve issues so they don't call back. There's also not a ton of job security. You're always worried about whether or not you'll lose your job if you can't make it out of the bottom 20% for something as stupid as referring people over to get a homeowner's quote, only for them to hang up while on hold with that department, or have the rep you transfer to tell them they're not eligible (something the auto system says they are). It's a deck stacked against you most of the time. Oh, and after I left, everyone was forced to give up their shift and bid for a new shift that was either a 4 day work week, or they got switched to nights when they were on days for YEARS. People have to COMPLETELY rearrange their lives around stuff like that, but the C-Suite could not care less.