- They make it clear from the get go that they do not like their employees working from home and prefer them in a physical office.
- They remote into your computer whenever they feel like and watch you like a hawk to make sure you're not "avoiding work" and "stealing company time". You won't know it's happening until your manager tells you about yourself.
- The benefits are subpar at best. They have a 401k but they refuse to do a proper match, their "match" is an ESOP which you won't see until you are there for 3 years, which aligns perfectly with their horrible attrition rate, ensuring management's retirement is well funded.
- They will use the ESOP as a means of control. You should want to take calls because you own the company. You should want to work overtime because you own the company. You should want to run yourself into the ground because you own the company. No, you don't. Read the fine print (if they even give it to you in a timely manner) and don't transfer your 401k into theirs, get an IRA and keep control of your retirement money.
- The medical insurance is downright horrible and expensive and trying to maintain insurance for your family takes half your paycheck. Hope you don't want to eat or pay your bills. And if you have an actual medical condition, good luck. Their deductibles are insanely high and impossible to reach.
- Everyone has to take calls except whoever they feel like doesn't. Their chat system is set up for a 5 minute idle response so you can see everyone who isn't taking calls while you are. It's really frustrating to hear them say that we all need to pitch in and help out the call center while it is busy and yet you can clearly see who isn't.
- Taking calls in and of itself is insane, they drop them on you one right after another, there is no pauses to get a drink of water unless you turn your profile off from incoming calls. If you have to go to the bathroom, you have to put a request in to ask permission and wait for a supervisor response to tell you it's okay and you better be back in five minutes.
- The accounts are not well laid out or conducive to helping the operator be successful. They want you to role play as being in the office but don't give you office hours or location information so when a caller asks you a question that you should know from being in the office, you have to tell them you are the service or else you sound like a ditzy moron.
- Their propriety call taking system is insanely outdated and feels like programming in Visual Basic. If you have any real programming or SQL experience, run. Their system is archaic and takes hours upon hours to "validate" a script to make it work in their system.
- There is no company culture. There is nothing to break up the monotony of the work day. You can't even chat about anything besides work in their chat system or they will reprimand you.
- There is no praise for a good job. There is only more work. Are you really good at the super difficult tasks? Good, you get to do only those tasks from now on. On top of employees that are clearly terrible at their jobs and just put through basic work that you are constantly asked to go back and fix or completely redo. Or they don't do proper QA before pushing a client live and guess what? Now they need you (instead of the person who screwed it up) to fix the scripting stat instead of doing a proper chain of QA to catch these mistakes before they happen in a live environment.
- There is no clear communication. At any given time, you can have about 6 different forms of management who will ask you what you're doing and then not communicate with each other, so you have to explain yourself over and over again.
- On top of that, you have to write a detailed report at the end of your shift, explaining everything you did that day, and if you didn't complete at least 3 accounts, explain exactly why. And if you forget to do it one day or you leave something out, you will not hear the end of it.
- On top of that, they have a documentation system in place (Salesforce) where you have to document everything again in timers, tasks, cases, etc. You literally waste a good 20% of your work day making sure you wrote down what you did all day.
- They hate employing anyone with kids. The CEO made this clear himself with his own words. They see parents and kids as a business nuisance. Is there a pandemic and your kids are streaming from home too? Oh, you can't stop to help them, talk to them, nothing. You have to be a workaholic zombie at your desk and ignore them.
- They will work you into the ground at whatever you are good at and then make you take calls on top of it to get you to quit so they don't have to pay your salary because it's higher than what they offer their own in house employees that are the same rank.
- There are zero performance reviews or opportunities for raises. If you are lucky, you might get a cost of living raise, which is pennies at best.
- If you have any ideas for improving standards, workflow, company morale, you are told they will consider it and then never hear anything ever again about it. It dies with whoever you initially told. Or you get a "yeah, I wish it was better too, but this is what we have to work with".
- They truly don't care about their employees. You are an expendable asset and it's easiest to put you on call taking sprees to force you to quit on your own so they don't have to pay unemployment or severance packages.
- If you have any kind of medical or mental disability that might need accommodations, run immediately. They will treat you like garbage until it's too late and then apologize as you are leaving, as if that will make it at all better.
