Pros
- Pay is competitive for a contact center role - Remote opportunities - Endless overtime and special projects available
Cons
- Toxic, fear-based culture driven by micromanagement and constant surveillance - Unrealistic metrics and an unforgiving occurrence system - Burnout is ignored or penalized; acknowledging it negatively impacts performance perception - Clear double standards between leadership, senior agents, and frontline agents - Favoritism limits growth and increases workload for others - High turnover, often beginning shortly after training - Constant process changes paired with inadequate tools and support - Contact center treated as a lower tier compared to other departments and excluded from unlimited PTO benefits - Surface level perks and frequent surveys replace meaningful action - Leadership is disconnected from the realities of frontline work - Compensation does not justify the chronic stress and emotional exhaustion