Better hang on; it's gonna get rough...
Payment Processing Agent (Former Employee) – Tigard, OR – January 24, 2014
While the management team was awesome to offer support... their goals seemed... a bit far fetched. They wanted your AHT, or Average Handle Time, [at the time I was there] to be 155 seconds a call. While on a perfect call, it's easy to get that time, but, there's gonna be most of the calls where the customer doesn't have their card on them, not sure what information we need to process payment... and check, oh dear... See, most of the customers wanna pay by check, mainly the elderly, and they just started up their accounts; all new checks only allow a maximum of $10, and the check has to clear before they can finish paying the rest of their bill. So, explaining that to a customer can add seconds quick, and the next thing ya know, it's 200 seconds, and counting, and you have yet to take a full payment... I am sure you are visualizing the 'fun' parts now.
Again, I have to stress, management is awesome there, they trainers, your manager, everyone. They really look out for you. But, if ya dun hit that goal, even if your quality is %100, they will insist that the AHT is fixed. ..what happened to customer support?
excellent training, support when you need it.
poor pay, seemingly no care for customer care; just milk 'em, and move 'em out.