Pros: easy hire, close to home, promotions by default
Cons: short breaks, uncaring and unsupportive management, unrealistic and unachievable goals, only promote relatives, far from places to eat and immature atmosphere
There is training involved but all of the workers know that you do not learn anything in training. In my case, I didn't either. Training doesn't prepare you for a regular day at work and how to handle calls and different situations. Once you complete "training", you get on the phones and you realize that you don't know anything and you have to learn – more... as you go and you depend greatly on your nesting supervisors to show you everything.
A typical day must begin 15 minutes before start time, must be on the phones by 7am or whatever time you are schedule to start work and you are not allowed off the phones for any reason. Until the last call has been resolved and that could go past your scheduled time off. We get lunch first after two hours of working; lunch can vary from 30 minutes - 1 hour. Then in another two hours, there is a 10 minute break and the second 10 minute break is optional only if you can remember it.
I learned about how to multitask, use proper greetings, call flow and basic usage of phones.
Management is not supportive or service oriented, they care more about revenues and selling (or they call it "recommendation"), you can miss many days and be late just as long as your selling track record is in the top spot. If you do not make sales, they start giving you problems and are always on you. If a customer requests a supervisor, they will not come until you have tried everything and then maybe they will come but other than that, they completely ignore you.
Co-workers are okay but they lie sometimes to get sales and management will not say anything to them. Some of them get to use programs but if I were to try to use them, I would get in trouble even though I was using it for work purposes but others would use it for personal reasons.
The hardest part of the job was having to write everything down about the customer (account number, whether they were promoters, passive or detractor customers, if the call needed to be transferred or be handled by a supervisor) I thought we did all of that in the systems but management wants another paper regarding all of that information.
The hardest part of the job was staying at the average call time of 10 min/call. Since we handled billing, customer service and sales was mandatory, 10 minutes was not enough time to handle it to complete efficiency. Most co-workers cheated and found loopholes.
Most enjoyable was being able to help customers and finding them best deal possible and changing a customers mind and them telling me that they loved me. – less