Pros
Pay is decent and steady Opportunities for overtime over 40 hours good benefits your fellow phone drones are pretty darn cool theres a chatroom for those on the phones and sometimes it gets LIT! and helps you get through your shift, though your activity is monitored in the chat The UI used by call center employees is good(salesforce) , more usable than other companies like bell, who still have a wizard running over DOS as the POS. free snacks if you are sick they will put up wioth it better than most other call centers, unless you are in probation TMs are nice people, but are forced to uphold and ever changing labyrith of KPIs and goals , constantly having to give you false hope and motivation You can get a promotion to Tech support if you are hired as customer service fairly easily
Cons
You eventually feel like you are in a trap. In training and the first few months on the phone everything seems dandy. Management tells you you can advance within the company, its a growing company ..... you see job posting for even better pay in the system. Wooohooo Then after a few months your managers will find something in your numbers that is not satisfactory. Your team managers are pressured to pressure you about KPI and the duress they are under is very visible. So you try to fix whatever they critisize. You do, you finally fixed your talk time. But while you were doing this, the oh so wonderful site manager changed the metrics and youve totally screwed up on something that is now an newly important metric and was not before. You werent properly informed. Your manager's manager is pissed. Your manager says that its unnaceptable and you sign a warning. You arent too phased and go back to taking back to back abusive calls. not so bad you think, because you can maybe get off the phones with a promotion if you try hard enough. . . But Oh hoho.... that warning you sign (and most everyone has to sign over something or another) is holding you back from a promotion. Your manager tells you if you dont get a warning again for 6 months you can apply for that juicy off the phone promotion. You work yourbutt off and your KPI is better, but your mental health has deteriorated. Finally you can apply. You apply to that job you wanted and you are qualified for. But sorry, we hired someone from a university program , this guys just trying to get his citizenship ok? and by the way, you messed up on this new KPI we never informed you of, its important that you say is there anything else we can help you with at the end of the call, not is that all you needed. Okay? so we have you recorded not saying it multiple times so, if you keep it up we will have to write you up okay? ? we love and value you though :) :) then you go on the phones and try to empathise with customers who seem to hate the company as much as you do at this point. with back to back calls. and the customers are waiting 50 mintues to talk to you. oh and by the way the new tech support next to you was coerced to join tech support due to short staffing and a disregard for technical ability in the TSS, she was really scared and only agreed to do it if she got more than the average raise , so the person whose messes you are cleaning up all day is getting paid 3 bucks more an hour than you and finally good jobs go to managers family ect.. croneyism dont discuss your negative experience with staff or managers unless you really trust them, as this place is like highschool when it comes to gossip, drama and grudges. Dont work here unless its a foot in the door to working in other tech industries, you're the type of person with no ambition, you love call center work, or you just depesperately need a paycheck and cant work elsewhere because you are in the employment wastleand that is new brunswick.