Micromanaged down to the seconds for call adherence. Encouraged by management to wait until lunch and breaks to use the restroom. If you are 1 minute late back into signing in from lunch you are contacted. They don't even give you a chance to let your log in screen process. Your calls will be graded by QA and they are graded on a personal scale even though you are told they have guidelines. I reviewed a call with my supervisor who agreed the call had been graded inaccurately but that they couldn't be appealed. I ultimately was penalized for this call even though it had been graded inaccurately. Was told I would have "rotating weekends" along with the rest of the new hires just for us to find out that was schedule that was no longer offered. You are not allowed to disconnect a call with a member but are penalized if you go over the preferred call limit. They want you to keep the call between 2-3 minutes when members are calling in emergency situations and are usually panicking. So you will spend 3 minutes calming them down and getting basic information to start the request sometimes even more.
