very stressful and unfair
customer service representative (Former Employee) – martinsville, va – March 31, 2014
the management for the company is awesome and very great to work with although the only downfall that is what's made me decide to no longer work for the company is strick handle time. Management requires to get phone agents to get the customer off the phone in under then 4 minutes & 30 seconds (no exceptions or excuses) all because they don't get paid for any calls over that time frame.
They don't care about quality, how great of a call agent you may be or other details, as long as you're rushing the callers off the phone in under than 4:30, you're okay in their book. They send out roughly about 20-30 emails daily to all agents showing their current handle time and telling you to get your time down.
Just think, this is regarding child support. Most callers want to vent, have concerns that need to be looked into, or general concerns in which we are required to rush all the callers off the phone regardless of the situation. How pathetic is that.
I've worked at many call centers in my past and again, they treat you well with other things such as 10 hours pto every month from day 1 and benefits and the hours are 7am - 6pm mon-friday but it was too stressful with the handle time. I'd rather feel important to a job than to be forced to treat the customers/callers wrong than to stay with the company.
great management, pto time off every month
poor handle time requirements