I could write a book about what is wrong with this company, but I will try to keep it short. The main problem is lack of communication and proper training. Although some trainers are very competent, they are given little time to train you and trainers are often called away during training, giving the impression of a very disorganized and badly put together training. After this sub-par training you are pretty much thrown to the wolves and much of the future training will be on your own. When you do well you don't hear anything, but when you make a mistake you'll hear about it and sometimes you will be called out publicy (as publicly as can happen when working from home) and there seems to be a sense of "let's embarrass employees into not making more mistakes moving forward." Instead of giving constructive criticism, it seems some in Quality Assurance just want to demean you and harp on any slight short comings you may have.
Pay is way below industry standard and mistakes in pay checks and errors in calculating break time /lunch time accurately are common. If someone doesn't like the work you are doing they can literally force log you off and you will lose the time until you get logged back in, further confusing payment calculations. Getting an accurate paycheck on time is one of the basic necessities for any business with employees, and Black Belt Help fails miserably here.
Trying to ask for help or to speak to someone in HR about concerns can take a long time, I remember waiting over a month for an answer to a simple question I posed to HR. Management in general seems unapproachable and dismissive.
If the clients new what went on behind the scenes they would drop this company. The company doesn't care if you know about schools or are trained in how to help the students, staff and faculty as much as if you get the call done in a specific amount of time so they can get credit for the ticket and get their money.
Since the pay is so low and treatment of employees is so poor, the type of agents that remain are demotivated, unskilled and/or ill-prepared to really provide the best assistance and good customer service.
I gave two stars because I know there are worse environments to be in, but this one is pretty bad. As this company has agents in both India and the US it is probably important to note that it seems the Indian agents give good reviews on this site. Maybe because they go into the office they are better treated and when you have to speak with someone online or on the phone , you feel you can be disrespectful and rude without repercussion, but US agents certainly do not like the job by a wide margin and have a different experience.
Again this is an example of me trying to keep my comments short on the cons, so imagine what I am leaving out.
