Pros
There is nothing positive to say. This was a total waste of time and talent.
Cons
Constant micromanagement and fear of job loss. No raises and loss of 401K match!They recently started using this new Workforce Management software and this thing is used to completely track everyone's adherence to schedule, breaks, phone availability, after call work, etc. Basically, you are being monitored non-stop and they send out a spreadsheet to everyone daily to show everyone's stats. This is also used to determine if you get any raise and since it is impossible to achieve good stats with the work load might as well forget about a raise. Yeah they have this "Name in lights" recognition where they pick a couple random names from a hat and give the peron half hour of PTO or some joke like that but that is only for the customer service group. Nobody else gets any recognition which is a slap in a face especially to the people that worked there for years. They keep hiring new people but do not provide adequate training before they put the poor souls on the phones to represent the company. They also recently brought India support back to the US and started to cross train all employees to support everything which is literally impossible due to the amount of different platforms they have. They call this TCX or 'total customer experience' which is only a camouflage to put double the work on everybody since India no longer takes calls. After a half a year of this chaos and nonsense they are still not meeting their quotas and they decide to lay off more of the few experienced people that know what to do and that train people. So now they still have the same management responsible for this failure but as always the hard working employees trying to salvage the situation get kicked out.
