Pros: easy call flow, and easy systems
Cons: skeptic customers who didnt trust our company but needed our assistance
In the call center environment, we sit as a collective and where we sit is based on our scheduled start time. The calls are all inbound and the lines are typically filled with customers who are panicking that their whole lives are going to be ruined due to a security breach at a company that they do business with. It is our job to calm them down, assure them that they are being well taken care of and are receiving the best possible protection against identity theft.
My co workers during this time were great. the calls were brief as we were only assisting customers with enrollment and current plans that were already established. We made great use of this time getting to know one another and discussing work policies.
The hardest part about this job though were the skeptics. The customers who would call us for help in protecting their identity, but didn't trust us either. They felt everyone was out to get them, and convincing them otherwise was often a difficult task.
Management was pretty good. The training was great, the systems were easy, and the scripts they provided kept the call on track.
This is what I enjoyed most about this job, the simplicity of the calls and call volume.