Pluspunten
- benefits - peer interaction - access to management
Minpunten
- micro management of individuals based on stats or metrics. - constant surveillance of calls by monitors or supervisors. - probation & termination even if customer satisfaction is good. anyone who starts at the caa level and thinks this is a good job obviously has very little work experience or a very short work history. any person or company that thinks this level of micro-management is good or fair is lacking a minimum level of self respect or sensibility. constantly looking over someone's shoulder has many negative implications & constant criticism creates an overall negative workplace environment. basically, if you do one thing wrong one month and you fix it the next month but you did something else wrong that month and you don't get a bonus but you do everything right the third month to finally get a bonus but you do something else wrong completely different the month after that and not only do you not get a bonus but you end up on some sort of probation and you get micromanaged after that to the point where you become part of the 99% that leave because you don't fit into the 1% that they want to keep because you did not do every single little thing that they told you to do even though you actually wanted to keep your job. i guess the smart people are the ones that drop out of the training class (usually around 50%). of course management seems very proud of themselves & act like all the policies make perfect sense. anyone who worked here for any period of time would notice there is a retention problem and a company that saw this many people leave over any period of time (whether forced out or quit) might make some dramatic changes in order to retain experienced employees (and keep hold times down to avoid constant complaints from customers about long hold times when they just want to ask a simple technical or billing question that takes less than 2 minutes to answer. but why keep hold times down & take the chance that a micromanaged employee might have to wait longer than 3 seconds to take the next call. and yes, believe it or not, taking longer than a few seconds between calls can get you fired)
