Pros
When you aren’t dealing with 60-70% scammers or misdials and having to say the same line repeatedly without being allowed to deviate from it, helping dead/hard of hearing/ people that actually need the service makes me feel good.
Cons
Communications company that is terrible at communication. Example: winter weather event 2022, one year after the terrible winter storm in Texas, this company provided 0 communication about the upcoming storm (outside of a sign up for inclement weather texts email) until 3pm the day before. And the policy they stand by is “closing” the center and giving people the day off with pay EXCEPT if you had work from capabilities…. One managers response to a question on Slack for everybody to see that literally said asking here for visibility was to email a manager and that same manager then mocked the employee in the post. Another manager said this storms severity came out of nowhere and wasn’t known ahead of time. Despite their being warnings at least 1-2 weeks out this was happening. Correct me if I’m wrong but we are supposed to conserve energy in Texas during winter storms and forcing employees to WFH is in complete opposite of that. That is just one example of how poorly run Relay Texas is. I could also go into detail about how they squash any negativity, like employees concerns over pay when Kronos crashed, by deleting entire channels and posting messages telling you to keep things positive only. Asking about the weather WFH policy was taken as creating a negativity storm. The thing Mangers know is we need a job so they will walk over employees, talk down to them, pick and choose favorites, you get the picture.