Pros
they hire anyone and everyone
Cons
impossible metrics, they are paid by the call so quality customer service is far down the list, its all about call time. You are on a team which means your supervisor gets bonuses based on their team's performance. These are huge bonuses, thousands of dollars. They have no incentive to help those not on their teams, so if your supervisor is not there or available others will pretend to not see your hand up until someone from "ops" sends one of them over to see why the call is long, then you get bullied and called dumb after they call you names you may get to tell them what the issue is and many times they have no solution other than what you are doing but say get the customer off and walk away. You have 30 second after a call to finish notes, many times its less than that. If you had to call a customer back on their cell to test their phone line or walk them through resetting their whole house system, battery back up etc, the second they disconnect that call you have another come in, no way to finish the notes. You are bullied all day on call time, then the end of the month your other metrics come out, first call resolution -- if the customer calls back within 2 weeks with same or even different issue with same service you are docked. An example. Customer cannot connect to the internet wirelessly. They cannot find their wireless connection no matter how patiently you have tried to explain where to look for an icon. You finally get them to hardwire the laptop so you can share the screen -- that takes time, they keep saying they don't know computers well -- and all the time you know your call time is ticking. They want you off in 12 minutes. Customer wants you dispatch a tech, that won't happen for wireless issues.It takes time to explain that so they accept it. They finally get it and you can share their screen. After troubleshooting, it is determined to be a computer issue. Its an old laptop. They then decide to buy a new one. They are very grateful for your patience and expertise. In the meantime you have had a supervisor hovering making nasty remarks about you then once they listen a few minutes to what is actually happening, the customer. You have to mute your mic so the customer doesn't hear that dialogue, but they are also talking to you, so you have one person feeling upset and asking for help you are trying to reassure and help and make sure that it is their pc, and another upset and angry belittling you and them, yelling at you to just tell them its their equipment or their stupidity and get them off. The call ends. They go buy a new laptop. They call back to get it set up because they are more comfortable on the phone than following on screen instructions. They just dont "get" tech stuff. Result: your call time was too long and the customer called back -- you are hit on your metrics for both. IF this happened to be a customer that got a call back for customer satisfaction after your call then you got a good mark for that. I was promoted to tier 3 tech support. We took customer escalations when a customer asked for a supervisor. If they asked if you were a supervisor you say yes. At the same time we are trying to resolve a frustrated or difficult customer's more complex issue we are also in 5 chats with floor agents helping them with 5 different issues and having to note and track all of those as well as run tests and document them. Their supervisors come over and hover over you because their agent isn't first priority and their call time is ticking. The rewards you get for all this stuff are TP bucks which when they feel like doling hem out to their favorites will get you plastics trinkets and toys or you get a balloon tied to the back of your chair. Whoopee! No paid sick time, so people come in sick and spread germs. They had bedbugs and did nothing until complains were filed. I had one crawl out of my keyboard. I called a supervisor over who looked and said it was a baby spider. I got another one over who did capture it, it was a bedbug. They promote people who are friends of others or who slept with them. If you are a minority you have it made. You can get away with about anything, they keep you and promote you for the tax breaks. Very high turnover rate I was there over 5 years and no one sle form my training calls was still there. Its a complex job and a high learning curve, but they do not value those they have enough to try keep them, just hire more and more. The culture is toxic, bullying, intimidation, favoritism, low pay and few benefits. Run!!!