1.0
13 Mar 2011
Former employee
Terre Haute, IN
Recommend
CEO approval
Business outlook
Pros
For the most part, talking with the customers was very rewarding. Ninety percent of the time the conversation ended with everyone happy. They were willing to work with you as far as availability.
Cons
"Customer Rules!" were preached with the understanding that there is always a loophole. We were not "make it seamless" for them. At the same time told to keep them distracted so they wouldn't notice the call was being ended without transferring them. However, we had to offer to transfer the call when necessary. If our transfer rates were too high, then our scorecards were bad. Too many bad scorecards and we could lose our jobs. So many double standards and elevated stress levels that could be avoided.