Pros: good pay
Cons: everything else
The best part of my day was my happy long term clients. After only a few weeks after I started in the small business department, I had enough clients brought to me by referral from past clients that I had more work than I could handle for the next several years.
This used to be a good company for representatives to self train through experience to be the best in their field. After several years, I believe I accomplished that. The key phrase "self-train."
The trainers have VERY little grasp on telecom systems, providing expectancies of day to day work, understanding billing, PUC tariffs, FTC regulations and the corporate structure. As a result, every employee hired on unwillingly lies to their clients for the first few years and re-transfers calls to inappropriate departments.
The blame doesn't entirely fall on the trainers; Coaches, Process Analysts, Project Managers, Escalation teams, Marketing and Software development teams, all have a short grasp of their duties and how it affects the corporate structure.
I've gotten acknowledgements from nearly all the above teams after consistently reviewing the facts with all the above personnel that the processes are violating nearly all PUC tariffs via over-billing, service fallout, billing fallout, broken compensation system, system fallout and marketing that doesn't sync with the facts. 90% of my day was handling complaints from clients about mis-transfers, services that were added without their knowledge, untrue information being relayed, service not installed, delayed installment, incorrect billing, services installed with improper – more... programming and the list goes on.
Our department was compensated on making a specific sales metric, but only 10% of my time could be placed towards that due to the incompetence that exists here and my conscience to always do what's right. Business accounts do not require any credit intake. A rep could setup 100 business accounts in one day without taking a single phone call or speaking to any business through other electronic means. The auditing process is lax. Some of the "top reps" from a sales metric standpoint later on became so comfortable to just say things such as, "Yea, I slammed them, but whatever." Promotions are based on productivity, so these same individuals later train new-hires the same tactics. If you have any degree of ethics, you cannot succeed under the current culture that exists here.
It didn't start that way. The company used to remove products from the reps sales total if they were cancelled within 90 days. It was the worst mistake a company could ever make when that was stopped. When the policy was to remove "churn" or outted products from the reps goal, that's when I was consistently at the top of the charts. My expectation from myself was to do what's right for my client and the company 100% of the time. Removing churn, the average rep only had to think of themselves. Complete anarchy.
I was only able to consistently surpass goals based on how many referrals I got from clients tired of getting someone new who didn't know what they're doing. The average call I took off the queue was someone at the end of their rope with Century link. Frequently they were escalated all the way to the top and back down again. The call usually ended with a statement like "I hate how it takes going through 1000 people before you get 1 that knows what they're doing." – less