Pros: work at home, work in pj's and get paid for it, UTO and PTO
Cons: everything else
I work on the Directv project. A typical day at work is getting back to back to back calls. You never ever really get a break in between. When you are first hired, you are totally lied to by the recruiters. We started out with about 25 people in our training class, and by the 2nd month, we were down to less than 10 people. That's all because it was discovered that we were all were lied to by the recruiters.
Training will be for 1 month. On the job training starts the 2nd month, so for those 2 months, you will work M-F, 10:00am - 6:30pm EST...off every weekend. After those 2 months, BEWARE! You will only get schedules that are 12:00pm - 8:30pm (YES 2ND SHIFT) - you can say goodbye to 1st shift FOREVER, and your schedule WILL change every week. You will NOT have the same off days each week, and most of the time, they will be split off days...meaning you will work AT LEAST 1 weekend day EVERY WEEK (possibly two). Also, be prepared to at least once per week having 1 hr of mandatory overtime (usually tacked on to the end of your shift). So when that recruiter lies to you and tell you the latest you will ever work is until 8:30pm EST...NOT! Could sometimes be 9:30pm.
You are also told to FAKE it 'til you MAKE it once you are on the phones. In other words...tell the customers what they want to hear whether it's right or not. I'm just sayin'...
If you are assigned to BGI (billing and general inquiries), be prepared to deal with upset and irate customers all day everyday! Because Directv practices not being "upfront" about pricing with their potential customers, – more... the BGI representatives get ALL the backlash from the customers.
One of the hardest parts of the job is when you need assistance from your TL (team lead) or a Supervisor, you have to wait FOREVER which means that your customer has to wait FOREVER which takes up your AHT (average handle time) which they hound you about all the time. TL's, Supervisors, Management - EVERYTHING is NOT always in AAC (agent answer center), so when we reach out for your help and when you finally decide to assist us, STOP telling us to check AAC. Trust me-we have already checked because we are dreading having to come to wait for help from YOU! It's ridiculous!
The most enjoyable part of the job is the two 10 min breaks and 30 min lunch break each day. Oh yeah, and CLOCKING OUT...
Last, but not least...there is no work/home balance. How can there be when you work 2nd shift?? My son is at school when I start work, and it's time for him to go to bed when I get off work. Tell me where the flexibility is in that? At least give us a day shift to work once per month so we can spend the evenings with our families! We can't event spend Saturday's with our families because you have us working ALL day then too... – less