Started out great and ended a nightmarish place
Pros
- Decent hourly pay for a student, a retiree, or entry level worker - Guaranteed a minimum of 40 hours a week PLUS mandatory overtime (so you get plenty of hours - After working there 6 months you get 2.08 hours of PTO with every check, biweekly. - Very straightforward and simple task-oriented work. Calls were scripted or had policies that provided support for lack of scripting. Mostly escalations. - Lots of potlucks. Lots of company-funded barbecues. Lots of company money being spent on hotdogs and hamburgers, and people being paid twice as much as regular agents to sit there all day and hand out these company-bought food items that usually go to waste. But still, free stuff. - Coworkers were the best. Due to the negative nature of our calls and the stress of maintaining metrics, we would form rightly-knit friendships and complain about calls/blow off steam while on smoke breaks. - Amazing self-serve vending area. It's like a gas station and the Walmart self-check had a baby. Way overpriced though but used it frequently. - If you got good quality, never ever ever left your seat even if you were vomitting (hold a trash can off to the side) then you will be left alone and given little certificates each month to tape on your desk-of-the-day. - The company itself was great, just not my particular campaign.
Cons
- Worked for PSCU Financial as an MSR under Sitel and would handle back-to-back calls of utterly psychotic, snotty, and overall awful callers. The callers were the worse part of the job. We were punching bags for thousands of credit unions and we couldn't even hang up on belligerent callers and literally had to sit there and take the abuse. - Employees treated like numbers. Tenure and hard work meant nothing. I saw people who had worked for this Sitel under many different campaigns for *a decade* who would eventually snap and either rage quit or finally defend themselves against the hostile callers which of course meant immediate termination. People who loved working for Sitel and had their kids work there were suddenly micromanaged and treated like unworthy employees by PSCU. Our managers acted unethically to 'keep the campaign' even though it was soulsucking - SO much micromanagement. Had to compulsively check my stats each day to make sure I wasn't going to get fired that day, and I know of so many other cases like this. If you have human beings willing to at least do their best and show up to work, let some numbers slide. - Had OMs, coaches, CTTs, and mentors who ran the place like a salt mine. The agents would all be bunched up in the middle of the room taking calls back to back and handling very stressful calls and then there would be a stupid amount of management mostly sitting around at computers or out back snoking. Overt favoritism was shown with promotion. Anyone in a position of power suddenly found themselves to be very important and became lethargic, because hey, no more adherence to worry about for them. - A perfect example of evil capitalism