Pros
One of the positive aspects of my time there was the camaraderie among coworkers. It was reassuring to talk to colleagues who were also navigating the challenges of our roles. I believe the support and willingness to spread knowledge from fellow coworkers was invaluable, this is especially great for those open to learning new things.
Cons
I believe there are areas that could benefit from improvement. The training staff could use workshops on interpersonal skills and methods to assist employees facing different learning challenges in a work-from-home environment. Additionally, the opportunities for learning and development have diminished significantly as the company has rapidly reduced its headcount. The frequent restructuring of departments made it difficult to be cross-trained or considered for promotions. While my experience with leadership was generally decent, the pressure to micromanage and meet metrics created a stressful environment for both agents and leaders. The constant changes and instability led to a pervasive sense of fear among employees about job security. Leadership often seemed uncertain about how to handle these situations, which only added to the anxiety. Communication between management and employees was another area of concern. Mixed messages about the company's performance and subsequent staff reductions created confusion and mistrust. We would hear that the company is doing well with meeting the needs of our clients, but we would also notice there were call centers locations being closed down and staff was being reduced in an effort to save money. The company culture could also use improvement. The support from coworkers and leadership is very crucial in handling the constant stream of calls and frustrated customers, but a more stable and supportive environment would make a significant difference. After seeing colleagues of 10+ years get laid off, hearing that our jobs are being outsourced, and that there is little to no agent development or support - I have lost faith and confidence in the longevity of the company. My suggestion to anyone who is interested in applying here - please have a plan B, because if you don’t, the rug could be pulled from under you at any moment. My notes to anyone currently still working here in customer service: the amount of patience, dedication, and understanding required to be able to handle the calls in this role is incredibly under appreciated and undervalued. You must have thick skin to work here to be successful and I wish anyone currently in this role the best of luck. I hope this feedback is helpful and can contribute to positive changes within the company.
