For a company that promotes "Inspiring Loyalty", they're not doing a very good job inspiring their own employees
Pros: location, pay slightly higher then minimum
Cons: long work weeks, poor management, outdated technology
A typical day would include dialing out at least 200 numbers for the entire duration of the 6 hour shift. There was one 30 minute break that changed on a day to day basis. The work week was Monday to Saturday.
What I learned other then the fact that customers loathed the idea of switching credit cards over the phone was how the management liked to fool itself into thinking the task was easy.
We had a team of 20 people whose objective was to get at least one person to "upgrade" per day. If you do the math, 20 people dialing 200 numbers each to just get one person per agent to switch means a less then 1% success rate. That meant that agents (and management) focused on "success through number of calls" rather then "success by quality of calls." This pitted agent against agent creating a toxic environment where you would not be sure if you would still have a job the next evening.
Management was often confused and provided the wrong information. If there was a mistake made, it was on the agents head rather then the managers. The correct information was then circulated to the rest of the team after the fact.
Furthermore, management had a knack of keeping the employees who did barely anything and lied to clients in order to get more upgrades allowing them to keep their jobs. Meanwhile the employees who worked hard on customer loyalty, quality and truth got fired if there is a issue with budgeting or internal office issues.
Co-workers in the same team who got lucky with upgrades tried to help those who weren't by telling them how they got people to switch. But at the end of the – more... day, everyone besides the management knew it was all up to luck. Those co-workers outside the team were often confused as to what our team did which resulted in many false claims of shift abandonment and unauthorized breaks.
The hardest part of the job was to tell yourself to come back the next day. The lack of trust between co-workers and management combined with the verbal abuse of those whose numbers agents dialed created a toxic work environment.
I can not think of a single time I enjoyed any part of the job. It was the literal definition of a "dead-end job." There was no prospect of moving up, and job security was non existent. – less