Pros
- Pay is quite high compared to BPO rate for CSR role
- Cross cultural
- Unlimited Sick leaves
Kontras
- Upper management is a control freak (Team leaders and team members have no say on what is happening and what could be done. All they can do is say "Yes" to whatever the management wants them to do, everything is about numbers/stats)
- Lack of Recognition (there are some process improvements and suggestions from the employees that were implemented but they did not recognize where the suggestion came from, Possible credit grabbing)
- Burn out (instead of hiring more people or improving the process to make the workload lighter but still maintaining high standards, they just increase the KPI goals which is impossible to meet for some team member
- Scheduling (although you have the option to choose between 9/5 or 12/2 shift scheme, the schedule is not well thought, there are days that you will be working alone in your shift, there are days that almost all agents are working
- Lack of due process, everything is verbal, no documentation or NTEs, no written action plans
- Minimal to No growth
- No increase