Pros
First of all, my campaign was/is Humana. You either have an affinity for the elderly/disabled and an ability to talk to people non-stop for 8 hours a day, or you don't- And if you don't, this really isn't a job for you. This review is specific towards the HUMANA campaign. *Unlimited overtime. That's right folks, unlimited. You wanna work from 6AM-10PM for a week straight? No biggie. Take a big check home. *There's a cafeteria that's inside the actual call center. They're hired by Teleperformance, and cater. They're wonderful people, the food is stupid-cheap for what you get, and they do breakfast AND lunch. *A few of the floor supervisors do actually treat you like family. If you're sick, and you miss a week of work and you end up with a GOOD supervisor, you keep your job.
Cons
*The bathrooms are either spotless, or filthy. There is no in-between. That's not even the janitorial team's fault. I swear to god, it's like every female in the building doesn't know how to flush, or maybe they're squatting over the toilet and missing? I don't know, but ew. *HR here is a joke. Open door policy... except the door is /always/ locked. Need a your check? Have fun standing at the door for an hour with a group of people waiting with you. Need to ask a question at all? That's never gonna happen. The voicemail box? Full. Can't leave a message, and no one will ever clean it. If that's not some "call avoidance," I don't know what is. *Let's talk about dress code. You used to be able to pay $3 as a donation to Feed The Children, and could get away with wearing shirts with graphic designs. Now, 2019 has rolled along and the company has decided that they want everyone who sits at a chair all day and never sees a soul, or even LOOKS at the Client who comes to the floor to talk to supervisors, to wear business-casual attire. That means NO shirts with ANYTHING on them. No words, no dogs, no brand names, no anything that isn't professional. And if you come to work with a shirt that isn't? That's right. You get sent ALL the way home (If you're from Lampasas and work in Killen? Tough. Go change. Have fun driving for 4 hours to change a shirt.). All so more clients come into the call center and "see how nice the agents look and want to buy in a spot." *This job is draining. You have to follow specific scripts and can't budge from them. Do you wanna know how numb you get after hearing elderly people beg you to help them, because the insurance company you're working for and representing won't cover cancer therapy or pain killers or heart medication? Then come on in and work for Humana or the other campaign, UHC. I received a call 30 minutes before the floor closed, and it was a member who started the call off with; "I'm going to kill myself. No one will help me. Not even Humana." As much as I wanted to say comforting things and speak on my own behalf, you're not allowed to. You have to pull up a crisis document and follow it to a T, and transfer someone who's suicidal to a nurse. You know how long a transfer can take, and how little time it takes for someone to commit suicide, and all you can say is "one moment, let me transfer you to someone who can help?" No? Well shucks, come try this job out. *AUX is now your god. AUX owns you. What is "AUX?" Well, kiddos, AUX is what you sit in for different things. And you HAVE to adhere to it or you're out the door. Softphone is a software used on the floor so you don't have to hold an actual phone to your ear. You use it, and a headset with your computer. To give you a few examples, you click "auto-in" to receive a call. Or, in this case, back to back because they never slow down. Unless when you receive a call, you click "Aftercall Work." And then, after the caller hangs up, you don't get a call so you can sit in a different AUX and finish "after call work." Except, you get PUNISHED for being in after call work for longer than 60 seconds, which is a part of your metrics. Your metrics look trashy? Fired. You put a member on hold for too long because you need a supervisor, and you're sitting there raising your hand for a SME or ANYONE to help you figure out what no one in training taught you? Fired. You go on break and come back 3 minutes late? That trashes your metrics, even if you were going to the bathroom or stuck behind someone walking slow. *No one takes this job serious enough, because people here are so anxious about their metrics, they rush. /A lot./ And then you get angry members transferred over to you because someone avoided the call and transferred someone to someone else who transfers them again, who then transfers them to you. And after being on hold and being transferred 5 times for an hour? How happy do you think YOU'D be?