Pros
Shift pattern, holidays, on-site canteen, free coffees, hybrid work pattern
Cons
More responsibility but no extra pay, somewhat of a clicky atmosphere, career progression is limited if you're good at your current role, can be frustrating to deal with old systems, call quality seems a little out of touch when it comes to actually working on customer journey, this is first and foremost a point scoring rating system that doesn't take into account merchant time and experience, all calls are different and unfortunately this doesn't translate well to this side of agent feedback in the grand scheme, can be quite a negative part of the role, if not the most negative part, an every looming thought even when you know you tried your best to help the other person on the line, having to force stuff down their throats seems very unnecessary and robotic, we are pushed to do more and be the best us, but often find ourselves scored low for unimportant things, even when the merchant is over the moon with the service.
