Pros
Open for young people with no work experience; Fully paid and good quality training provided
Cons
I worked there in 2016 for around 5 months in a telecom project. We were tens of people on the floor speaking at the same time, and the headphones didn't have a noise cancelling function (for us - it had one for the customers and they didn't hear the noise on the floor, so they didn't understand why we sometimes asked them to say something twice, at which point some of them started to curse us; we weren't allowed to break the call when that happened or ever, for that matter). You could barely hear your own voice while trying to solve complex customer issues and be overly subservient to both the client and the company, as requested by the employer. During training we were asked to use no negations at all (we had a list of prohibited words to use with customers, the first being NO). Call time had to be as short as possible while also working with around 9 different softwares and finding your way through thousands of procedures. If there weren't enough people available on the floor you couldn't use the bathroom (all of us had to ask for permission to take a toilet break). Calls were almost continuous and we had the right to two 15 minutes breaks per 4 hours shift (but only when they allowed it). The client (the telecom company) had several outsourced customer services and none of the other ones had such strict rules. We were only allowed to transfer customers in special conditions, very rarely so. The wage was extremely low relative to living costs, even if the shifts were at afternoon, evening and night time (US working hours). We were also always told that meeting the KPIs is mandatory to keep the Romanian site working, as they will relocate otherwise.
