Pros
Free food, popcorn, sodas, candy, chips
Cons
I am a current PSR and I want out of this place as soon as possible. As a PSR the expectations are unrealistic as they pertain to call metrics. They recently instituted a new AHT (average handle time) that makes absolutely no sense. A PSR must maintain and AHT of 10:15 or less for three months. If the PSR is truly attempting to live up to all that Quantum touts itself to be, it is almost impossible to maintain that AHT of 10:15. Oh, management will tell you that "others" in the company can and do meet the AHT. But at what expense? If we are Care Coordinators, how can you care coordinate when you are rushing your members off the call so you can meet your AHT? I have personally seen reps reduced to tears after being told they are not meeting the company's high standards. PSR's are the front line of this company's vision of what it means to be the best benefits manager in the industry. However, these same PSR's work in an environment of extreme pressures, threats, and an air of "Get the numbers or be fired" . It does not make for a pleasant work experience. To be consistently told that you are not doing a good enough job.....that your best is just not cutting it --- tends to keep the PSR's in constant fear of their jobs. There is also an air of ageism at this organization. If you are between the ages of 26-35 you will move up fast here. Whether you are qualified or not. I have personally seen this company use older employees (over 35) to train a new younger employee, then watched that young employee be promoted time and time again.. This practice leaves no advancement possibilities. When you can clearly see that no matter how hard you work, no matter how great your numbers are, your contribution are not "really" valued, it's a sobering feeling. You are simply relegated to worker bee.......Never rising above the position your started in......PSR's begin to lose faith in Quantum. This would explain the constant turnover at the company. Here today, gone tomorrow. There is no loyalty to employees who have taken this company from a relatively unknown to a major player in the field of benefits managing. NONE AT ALL. There is also this belief by the owner/CEO that former Bob Evans employees are the be all to end all. Somewhere in Kara Trott's mind she got the idea that the training that Bob Evans employees get is the ultimate in training.... Her management staff touts Bob Evans restaurant training as the "RIGHT STUFF". Former Bob Evans employees hold some of the most influential and decision making positions at Quantum. Never mind the fact that her employee pool is filled a wealth of experience. If you were a Bob Evans employee or for that matter, a former restaurant employee in general.....RUN TO QUANTUM...you will excel in management positions. These managers are out of touch when it comes to managing a call center. Their management style may work well at Bob Evans, but it makes the life of a PSR at Quantum miserable. They can be rude, abrupt, and downright disrespectful. Living in their bubble of superiority, they are our CEO (Kara Trott's) chosen few. She looks to their expertise as the basis to the way in which she wants her company to run. SAD, SIMPLY SAD. I came to this company believing the hype they put out there....but after my years here....I can truly say .....I WANT OUT! I am doing everything I can to get myself as far away from this place as possible. The environment here has truly cured my desire of ever working in a call center again.
