Pros
The onboarding process is mostly very complete, efficient & detailed with a couple of exceptions: the Verint platform & how AHT was managed to include a breakdown in communication as to both the expectations and consequences of failing or incorrectly utilizing the platform) The 40% discount available to employees thaf extends across all brands (QVC, HSN, Ballard Designs, Cornerstone, & Frongate, Garner Hill & Grandin Road) and with some exceptions such as electronics are only 30% discounted. The customers - they are a fun, loyal group and made up for some of the not so great parts of the job. Co-workers and the vibe in general and for the most part was great. Folks are friendly, willing to help, always supportive of successes as well as being great during those teaching/learning moments.
Cons
Majorly underpaid - especially considering this position requires the employee to use their own equipment - leaving the company with very little overhead. This is not some easy script provided position, it is very fast paced and customers are often tech challenged so you spend a great deal of time either performing whatever task they were attempting & unable to complete. OT is available on a seasonal or promotional basis. Also, during off season - which I would define as February—June they are constantly trying to get employees to take TOWOP Verint both the platform as a whole as well as specific expectations & guidelines set forth by the company. It was a nightmare for every single person in my onboarding class (- 6 weeks) felt frustrated, intimidated and unprepared to use the platform (its basically a program used ti micromanage EVERY SINGLE moment of your time on the clock. If you fail to document the time spent on ANYTHING besides answering incoming customer calls MUST be documented. That means any team meeting, any downtime participating in calls that were monitored by quality, if you go past your assigned break/lunch or fail to clock out on the dot due to being engaged in a customer call your adherence is adversely affected and documented and brought to your attention (which by the way, getting fussed at for failing or incorrectly documenting also had to be documented lol). Any time you change your aux from ready to ANY OTHER STATUS except a timely break lunch or clock out requires documentation. Bathroom breaks. Tech issues. It all has to be documented - which may not seem very difficult on the surface begins to become very tedious and frustrating when the phones are overly busy or instances of tech problems being worked on which causes intermittent outages. This would be a good job for someone who doesn’t necessarily have to work as the wage paid is NOT a livable wage for one person much less more. $31,500 ?? Really? SMH - it isn’t going to happen. Your expectations and requirements you set forth exceed the literal value you place on it. I mean you pay for what you get - right? So you cannot pay a wage of about $16 per hour and expect that the level of work being put forth is going to be equal to an employee being paid $25 per hour.