Pros
The ability to work from home
Cons
-lazy workers -if you're onshore, a lot of your calls are transfers because an offshore rep just didn't know how to handle the call. -they change their point system for metrics regularly. So that thing you were taught was OK to do in training? May end up an opportunity 5 months down the line. -they need stricter guidelines for who can coach because a lot of them ignore you or stall. Then get giddy when the customer hangs up. Like, excuse me? - you start off with 25 calls a day but get upskill after upskill with no up pay. -have experience? Doesn't matter. You'll be receiving the same acknowledgements as those who dont work. - the managers are cool but if they paid closer attention to what the ppl on their team were doing and not just the numbers they brought in, they would see that less than half their teams actually work. They just hang up on the customers or pretend to be working the issue and that it will be done only for the customer to turn around and yell at you when the tat has been met with no resolution because it was never sent. - be prepared to get yelled at and unable to be mad at the person who's yelling because they are justified in their anger I'm still trying to figure out which was worse. The patients yelling at staff in the office or being yelled at in my own home by 20+ of them.
