Vantaggi
Calls are difficult with callers often irate and/or emotional. Company processes are complicated, long winded and change often which can make it difficult to provide the most up to date information. Management quite cliquey - Great for those in the cliques, harder for those outside (although not so bad that it becomes a truly limiting factor in job satisfaction and progression). Hardest part I found was balancing quality against meeting calls stats. Company toot quality and customer care over speed and quantity but I assume managers are incentivised for teams to hit targets as I found the pressure from them for speed was intense and on more than one occasion had me in tears.
Svantaggi
Difficult calls Balancing call quality against speed and quantity