Pros

I like being able to work at home. The pay is decent for the position, and the HRA comes in handy.

Cons

There are many things I dislike. When I started there, the team leads were much more competent and supportive of agents. Now they change constantly, and apparently get promoted to team leads based on how fast they're able to get customers off the phone, something I find absurd. Certain of the team leads and other higher ups are rude and have absolutely no professionalism or people skills, which makes for poor communication all around. There is no point in asking quesions or expressing concerns about the job, because employees are not heard or respected. Metrics are the company's main concern, and the metrics for some projects are nearly impossible to achieve, especially given the constant technical problems the company has with their systems. Agents are expected to meet all the metrics daily regardless of any technical issues beyond their control that prevent them from doing so. If they fail to handle a customer call in the time allotted, they are spoken to with condescension and pressured to get their times down or risk a written warning or public humiliation by their superiors in front of fellow employees. The promotion and raise structure for my particular project depends on speed, not the quality of the customer service provided.

Advice to Senior Management

Focus more on providing good customer service and boosting employee morale, and less on your wallet. Hire supervisors that have the competence, education, and people skills to interact respectfully and professionally with employees. Conduct business in a way that makes your employees feel valued and respected rather than intimidated and pressured. Keep in mind that without us to do the grunt work, you wouldn't be earning such a large paycheck. It's no wonder this company has the high turnover rate it does, considering the frustration and near nervous breakdowns that employees have to endure just to earn a paycheck.