Taken for Granted
Pros
As a call center worker at this company, what I can tell you is that this will become a golden star on your résumé. Depending on your attitude and your willingness to adapt, you can gain skills and character that become indispensable. You learn from supervisors that hold their own during heated calls. And you learn from that. Your colleagues--the ones that brave the same storm you brave--share in learning; they are right there with you and many are happy to help guide you. The callers will make your day if you are efficiently trained. IF you are trained.......:
Cons
......which leads to the cons. Training is really one of the companies broken wheels. They spend so much time on days and days worth of training toward client bases and LOBs that are never guaranteed. I'm lucky to be part of a fixed client base. But sitting next to other PSRs that take on 20+ clients and are forced to be trained on LOBs after only 2 days and to be on the phones after? What a nightmare. What a way to truly de-value an individual. After a year of being here I can tell you there's a lot of politics. And while I mentioned the management is inspiring when they are steering escalated calls, they are completely clumsy in training and reinforcing. There have been so many bright contractors I've seen with their potentials being tapped, but before they are fully realized higher-ups fuzz out that brightness with last minute LOB changes and unhelpful PowerPoint presentations. When a manager says that they are thankful for your work, caution: it really is code for "I've realized your capacity to be taken advantage of. And to tack onto your workload, I expect you to take on more clients with only 2 days training and stay in your stats while juggling redundant out-dated programs that crash all the time" Endurance of incompetence is a hidden gold star.
