Pros: Work from home
Cons: All the above
Asurion - Work @ Home - Direc TV
If you want to work this job, prepared to have no life outside of it. If that's you, this might be for you. Plenty of incentives for people willing to sell on non sales calls and work a lot of overtime. I had a problem doing that before and still do.
Work from home
Get to sleep in late and don't start until 2:45 (might be a negative if you don't like this shift. Most other shifts are even later.)
No dress code
Save on gas money
Free Direc TV service and Sunday Ticket (but oh yeah, have to work Sundays)
OT pay is good if you can handle the pressures of this job.
Trainers are friendly
Really low pay. Literally .50 more an hour then working at Wal Mart. I worked more advanced tier technical support years ago and made about $5 more an hour then this job and this position actually requires more knowledge at entry level.
Forced sales to get bonus in a technical support/customer service position for people calling in with problems already or just to ask simple questions.
Only incentives, no commission for any sales or upgrades.
In order to make decent money, you pretty much have to work overtime and meet hard metrics in call handling, sales, survey scores and attendance.
Knowledge of knowing how perform nearly every function of Direc TV from Customer Service, Billing, Tech Support, Installation, etc.
Worthless training until actually taking calls. Most lessons were a slideshow presentation then right onto the next subject.
I took no practice calls with trainers – more... before being put on the floor. It was all done in Adobe chat with other people in the training class with no support on what to do better besides follow the script.
Once on the floor all help comes from a chat room with trainers and supervisors who are also assisting other people from your training class.
Immediate call monitoring and being forced to take any call despite how advanced it could be right when hitting the floor.
Back to back calls during certain periods on most days
Have to work weekends
Have to work all holidays if scheduled
No new skills learned that are nothing new if you have worked for a call center before which means that this jobs positives are only equal in another call center position.
Complicated system calls and a very complex system overall from where we pull scripting that consists of several thousands of different pages. Very very easy to get lost.
The script doesn't tell you what to do in all situations, just gives a lot of guidelines.
You need to have several windows open on one monitor to do this position. Can't use two monitors like a normal call center.
Have to log into 5-6 systems everyday all with different IDs and Passwords.
If you work at 2:45 and are a second over that is considered out of adherence. The application that we use to log into phones time is actually a minute off from the main desktop system you use.
If you don't have a big monitor be prepared to be late just switching windows when it comes time to be back from break or lunch.
A trainer actually told me we could clock in a minute early from lunch or break as if it was a good thing. So yay 14 minute breaks and 59 minute lunches.
Strict attendance metrics also have to be met to get any kind of bonus
If your sick it's okay to come into work because no one else is getting sick too. This just puts a bad taste in my mouth.
Constant monitoring of everything including constant messages about after call time.
If the system crashes or you have unforseen power outage it is still counted against your attendance.
Strict script adherence even if it doesn't actually help who you're speaking to
Hold time is counted against you when waiting to speak to help Desk or Supervisor
Dealing with a lot of upset customers – less