Pros
People are nice enough, and the fixed rolling rota means you can plan longer term than other call centres I've worked in.
Kontras
Staff turn over is really high. Management give different answers to the same question depending on who you ask. Train to "treat customers fairly" which is not possible with processes in place. Need time to sort a customers problem and call them back? Forget it, if you aren't on a call or ready to take a call your bonus (what there is of it) is gone and you're being questioned within minutes. Answer to a struggling agent is to train them on something else while still making then take the original calls compounding the issue. Only regular communication from management is daily stats regarding sales, updates for travel issues can take days, if you get it at all. If you query a call assessment management close ranks, meaning you loose your bonus again. Process changes seem to happen weekly but don't seem to get reach other departments. The list goes on.