Hardly any advancement...
Pros: Work from home - benefits are good, till they changed healthcare providers out of the blue
Cons: Constant changes, Metrics are what's important not actually fixing the problem customers have, no advancement
Overall I think this company is great, although you are working with an ISP company that wins the #1 hated company in America.
Management is pretty laid back, depending on which supervisor you get... With the current Tenant I work in with XH, you get plenty of irate customers and even ones that are not for your department, because other reps don't understand the department they're selecting, nor care if its the correct department or not...
You have some pretty cool co-workers to chat with in the team room, as long as you concentrate on your calls. There are always changes, I really don't mind the changes, but would be best if there was a little bit of a warning, and some changes you may not agree with but have to deal with... Metrics are always changing randomly because the new system they put in place are riddled with bugs... No one has an answer why a stat I have from last week is constantly changing on this very day... If my stat's are at a certain number for that week, it should not keep changing when months go by.
As in XH, new stuff is being done with the services, and they are always posted in the tools news feed, but it's hardly looked at by some reps... Several news updates I've seen I have tried to see if this can be pushed to other reps in the tenant, but that never happened... If we're working with a service, it's best to have all agents in the know so they don't spend 10 minutes looking for the answer because a product is being discontinued or something new is being changed and customers want answers on what's going on. This is how you provide good customer service.
There's not much of an advancement in the company... Unless you want a supervisor role. Don't count on wanting to move up in an IT area field. This is more of a job filler and getting your first experience in a call center.