The company was really good, management and co works are great. They gave me the requested shifts i asked for, gave me the days off i requested. The people working at the company are great.
The goals the company wants of agents are unrealistic and very few people are getting to that goal they want, the people who are hitting that goal are cutting corners to get there. They want an average handle time of 7min per call, but to help walk an elderly person through an email client set up on a new device like tablet or ipad can take 20-30min, especially because some of these people don't even know what an email client is or even where to find it on the device. Email client set ups are a common calls at least 5-10 a day. Also being trained in all 3 service, cable, internet and voip, a customer would call say one problem, then when that problem is resolved, they would say i'm also having problems with this service which then again makes the call way past 7min. Customers constantly request to speak with supervisors when they require a tech to come out to the house to resolve the problem and the time frame we give them is 8am-5pm 4-7 days from now, so they get no service until then. They speak to supervisors saying the agent wasn't good because we couldn't get them a sooner date but its the company that provides these dates to us, if we could offer a sooner date as agents would surely would offer a sooner date. Most of the time the supervisors were unable to take the call at the time, and we have to go back to an already angry person and tell them a supervisor isn't available right now and we'll have to get a supervisor to call you back in 24-48 hours.
The company goals are just to unrealistic and not really obtainable unless your willing to cut corners and possibly also get in trouble for doing that for not following the exact procedures they lay out for agents.