Pluspunten
Onsite break/lunch area offers local restaurants to sell items onsite. Good security. Camaraderie between low level employees is very good.
Minpunten
Morning breaks were repeatedly withheld using "missing SLA" as justification. Micromanaged. Metrics used by client are not the same metrics used by management. Opportunities for ongoing training are missed. Easy to become overwhelmed, and fall behind in duties and maintaining call handling SLA's. Management doesn't respond to constructive suggestions well. Contracted employees are rarely hired on a permanent basis, and when prompted to investigate the possibility of permanent hire, the reply takes 2-3 months to receive. Was once told I was not "allowed" to go to the bathroom, due to call volume.