Pluspunten
Training was not difficult. Enjoyed talking to customers although everyone that called had problems, loss of job, slow pay-can't pay or technical problems. The first pay period that I was eligible for the bonus, I earned the full bonus.
Minpunten
CSRs are expected to try to solve the the callers' problems in an average of five minutes or less and on the first call. The calls are scripted, but CSRs are allowed to go off script as long as they hit the points. Management, at one level or another, listens to an awful lot of the calls.This is how the bonus is figured and there is a lot of pressure to perform. New responsibilities are regularly added, with out an increase in pay. There is very some autonomy in resolving customers issues, but when the "I'd like to speak to a supervisor," card gets played it seriously cuts into the response time.