Pros: Company BBQs, Fruit Wednesday and lot of people (clients) to talk with. Co Workers are great support
Cons: Absentee Management, Scheduling Requirements not Honored
The co-workers were the best part about this job and made it bearable. A typical day was I'd come in a half hour early to get my station set up and logged in, made sure there weren't any systems down. I'd go to the bathroom and get settled in for a day of incoming calls. The people were always a surprise, as you never knew who would be calling in, or what they'd say to you. Some were worse than others, and having a customer who doesn't or won't understand an explanation for their problem was probably the second hardest part of the job. The first hardest would be the absentee management and the heavy use of a scorecard to determine almost everything, from shifts given and if scheduling would be honored or not.
They do not tell you this in the training, and the systems used to train the workers are horrifically outdated compared to what they are expected to use on the main floor.
During my time at HGS Canada, I learned a lot about both myself and my fellow agents. It helped me develop a thicker skin and work effectively while under pressure. It also taught me how to multi-task a lot more efficiently, as I had to constantly be making notes on a client's account while talking to them and managing different open windows on the computer screen. The best part though, was that it taught me how to think on my feet and to do so accurately. It was a real sink or swim environment and it is not for everyone, but I feel that those who go in and can make it past the first few weeks out of training, will come out with the ability to project confidence to another, even if they aren't – more... really all that certain of themselves. – less