Pros: Unlimited overtime, low stress calls
My original employment was with Stream Global Services, a BPO that was acquired by Convergys. Because of the merger there was a lot of confusion regarding what would stay and what would go -in terms of health benefits, leadership positions, etc- but the client was very straightforward in their guidelines for how they wanted their callers handled. A typical day consisted of handling inbound SiriusXM-related calls and, if scheduled for it, walk around the production floor to help other agents. I learned a lot about passive upselling from this job; since the job was technically a customer service one we were discouraged from being too aggressive in pushing services on the caller and am thus very grateful for the lessons in subtle sales that I learned here. The management was constantly in disarray because the corporate leadership wasn't very good at trickling down information to our site, but they managed as best as they could. There was a rather unprofessional vibe on the production floor because there is a pretty big turnaround rate at this site, but professionalism aside my coworkers were all very sweet. The hardest part of the job was having to take calls when the servers crashed because even though we still had to answer the calls and do our best to help the customers, we'd have to do so without any access to their accounts or any other web based resources. Since I worked in a department that was devoted to almost entirely to servicing preexisting customers, most of them were satisfied with the service and thus were a pleasure to talk to, making the calls themselves the most enjoyable part of my job.