Pluspunten
Remote options Very friendly and positive co workers Can be tech support and customer service experience for a future job Other call centers are usually worse, but that doesn't justify this one.
Minpunten
IN A NUTSHELL - Minimal advancement, sometimes ridiculous rules and regulations, can be highly stressful at times. Pay is decent around $19.60/hr for me, but minimal advancement opportunities. Worked there for almost a year, was informed I was statistically the top call center agent among 300+ for 2-3 months straight, gave a positive attitude toward everybody, consistently helped by training agents and helping with complex questions throughout my workday constantly. Had 20+ 100% positive call review scorecards. Was never more than like a minute late for six months, and that was a rarity and usually due to company-supplied computer issues. Was told weekly by all of my managers that they were asking for advancement opportunities for me and that I was a top prospect, which I believe they were doing so. Never made a mistake that required reprimanding and never disrespected anybody whatsoever. Despite all of these factors, I never even got an interview for a higher position and was denied a raise. I also knew at least 10+ agents who I worked with and recognized they were doing fantastic jobs as well. None of them were promoted. One agent out of the 60+ I worked with received a promotion, and that person was not even one of the top 10 choices in my opinion. I was told there are opportunities for advancement several times before being hired, but the opportunities are minuscule and that was not communicated to me at all. People are regularly offboarded and its like they disappear, after working months with them you don't even know why they were let go. In person fingerprinting appointment and confirmation appointment seems ridiculous, may be required for all gov't positions. Micro-managing. Everything that happens in a call is kept on a spreadsheet, all your averages measured, multiple calls reviewed and critiqued weekly. Every call recorded, every minute plotted, can be stressful in this way. Small things, like saying "S as in Sam" instead of "S as in Sierra" are a no-no and may be brought to your attention and could effect your scorecards. Constantly changing expectations day-to-day. One day you are supposed to verify caller identity one day, the next it changes, next week it changes and other things revert. These things sometimes happen not as a result of necessity but boil down to more micro-management. Changes happen and then we're told like a day later. A loan program a caller wants to know about has changed, they know about it, but we're not informed yet. This happens all the time and induces chaos that we don't need. One time they took our GIF's away from our team chat for like a month, didn't say why, and finally gave them back. The fact that they even thought this was necessary action I can only laugh at if I'm being honest. Calls would drop and be marked as a missed call for our metrics. I have a CS degree. I'm positive my internet was not the issue but it was instead their system. Brought this up during upper management meeting, I was dismissed and they insisted it was my internet, would not remove the metric. Virtual desktop, and no additional monitor provided. Half your job you work on normal windows desktop, and half you have to open an extra full virtual desktop window and constantly be confused switching between the two, on one monitor unless you can supply your own. It is unnecessary and doesn't magically secure their laptops much at all. You take calls until your shift ends, so if you get a 45 minute call the second your shift ended, sucks to suck, have fun working into your free time. Very minimal benefits provided, none at all in my case. Could go on but I'll stop there. P.S. -Don't be afraid to take this job and make a bit of money for a while. You can hack it. But don't expect to advance your career much if at all within the company, and be aware that this is not a secure job, just missing an email for 72 hours to one of your 3+ email addresses could get you fired and did get other agents fired.