4.0
14 May 2014
Former employee, more than 5 years
Coralville, IA
Recommend
CEO approval
Business outlook
Pros
Pay is decent, but not great, at entry level. It's determined by a DOL wage determination, not the company, so at least it doesn't fluctuate downard.
Cons
Micromanagement is a huge problem. Established, very experienced CSRs on the contract I was on are forced to attend 6+ meetings per month to review quality monitors using two different systems; it's possible to have a call that would be perfect on one scorecard fail the other, despite leaving the customer and the caller completely satisfied and happy with the service provided.