Pros
1) Environment is friendly - Co-workers and supervisors seem friendly and comfortable to talk to. 2) Option to work at home - After about a month working at the office and when you have good stats, you may work in the comfort of your home 3) The work is easy - After a few months, the work becomes easy enough that you can even do other things while working, like browse the internet or even play some casual games. The only rules supervisors enforce in the office are no eating and drinking (except water), and no cell phones.
Cons
1) Management is disorganized and unprofessional - They may tell you your schedule in person but you may not actually be scheduled. - They forget which days you are available - They often have erroneous emails which makes them send the email again "revised". This means a lot of junk email and confusion for you - They often reply back unreasonably slow to your email, text, or message 2) Bad coaching - When you ask for help, supervisors often misunderstand your question which leads you to help customers incorrectly. - When you ask for help and they understand your question, they often do not know the policy so they forward you to another supervisor outside of IVM to ask the question again. - When you ask for help and they understand your question and they know the policy, they sometimes give you bad advice that drags the calls longer or frustrates the customers even more. - When the customer service team's overall performance is doing bad for the week, management punishes everyone including the good performers by scheduling mandatory meetings. The meetings always start 15-30 minutes late to wait for late-comers. The meetings are always informal and concentrate on the basic definitions, procedures and policies that everyone already knows. Little to no time is spent on discussing specific mistakes that happened during the week. Management informs everyone the meeting is only an hour, but it always extends to two hours at least and no one gets paid. 3) No recognition for good or bad performers. No incentives. No benefits - They’ve had incentives a long time ago but not since the last 3 years~. - They talk about possible improvements such as incentives and recognition systems but they never implement anything. They argue that they want the team’s stats to improve before they will anything can be done. Days, weeks, months, and years pass, and apparently the team’s stats are still not good enough so nothing has been done.