Pros

Fellow employees are very friendly. Benefits are good. Hours are decent. The atmosphere was one of comraderie and helpfulness. If it were not for OTHER factors, I would still be there. The benefits were good compared to what I have now. The retirement benefits were REALLY good. Fully vested at the start. It was close to home, and the working hours were good. A rather laid-back office atmosphere promoted good working relationships with most of the employees. Past management went out of their way to show and demonstrate appreciation for a job well done, and a willingness to promote growth.

Cons

LARGE corporate structure. Offices all across the country, and trying to make them ALL function the same, regardless of individual areas situations and requirements. Uses a strict and stringent customer service monitoring tool in the hopes of acheiving a VERY high level of customer service satisfaction, but it is almost impossible for employees to acheive the level they strive for and get the job done. Employs J.D. Powers surveys as a guage of customer satisfaction, and does not take the complete picture into account.

Advice to Senior Management

Concentrate on service to the customer at street level, stop relying on misleading surveys and hyper-quality issues and let your employees do their jobs without having to worry about if they apologized enough times to a customer, and whether or not they used the correct term for the length of time a customer would be on hold, etc, etc, etc....