Pros
At some times the call volume is slower and you are afforded some free time through the shift.
Cons
Employees are over worked and under paid. This program is contracted through HTI which is contracted by Mercedes Benz. There is an open understanding that upper management will not approach or confront the client about issues proactively. Instead they will reactively micro-manage employees and play the blame game after the client brings issue to surface. There is NO recognition for individual efforts, and many times multiple hats are placed on the same representative and no increase in compensation. There are employees that are turned a blind eye to in regards to call avoidance, attendance issues, and call scores are graded by a biased quality team of front line, call taking reps. These reps are literally grading their peers while at the same time competing in grade based incentive programs with those reps. This incentive program is a stack rank of employees and the quality reps are at the top consistently. Numbers on reports are constantly changed at the discretion of upper management, receiving bonus' if theyre own programs/teams are doing well. Back checks and audits have proven these discrepancies, but it is never brought to light or if it is, is quickly buried. Service levels have not been addressed(there is the same staffing for a call volume that is now 6 times the original volume). Employees that think outside the box or really try to improve things are targeted and processed out of the company. Personally, I believe this is because management is fearful of new talent being realized by the client. Therefore people that do go above and beyond are criticized for "going against company policy and procedure", and receive disciplinary action for it, as opposed to receiving any accolades. This is a HUGE morale killer and has led to more attrition than I have witnessed in any company in 7 years in a call center environment.