Pros: full time, good coworkers
Cons: micromanagement, pressure to upsell patients, dishonesty in upper management.
I interviewed for this job being told that it was customer service, not sales. LIES LIES LIES!! When I asked about production quota, I was told they don't have any. As soon as I'm on the floor, we're told to push orthodontic appts, and that we need a certain number of daily shows. That's a sales job.
If that isn't bad enough, your performance is based on an overly complicated, multi-factor algorithm based on bookings, shows, graded calls, customer feedback, and "productivity". Productivity is Big Brother's score of how well you stay on the phone, because rest assured, they know of every move you make and how long it takes. "Adherence" is a score that they use a lot to ding agents. Clock in but don't sign into the phone immediately because you are signing into the other systems they need open, get dinged. Go to the bathroom a lot? Get dinged. (The bathrooms are dirty, overcrowded, and out of toilet paper half the time, anyways.) Come back from break 30 late, get dinged. You get the point. The quality score has to undergo a "matchmaking" process due to all of the systems that go into it, so accuracy can suffer.
The offices don't know what corporate is doing and vice versa. The offices just know corporate overbooks. Patients get caught up in the middle. WD says it listens and cares, it cares about money, and that's about it.