This place heavily micromanages you like you wouldn't believe. I get having a distraction free work space is important, but they will mark you as "unprofessional" for EVERYTHING. Car driving by your house and the phone can hear it? UNPROFESSIONAL! Kid cried in another room and you can just make it out on the phone recording? UNPROFESSIONAL! Did you take a sip of something or swallow too loudly when on the phone? UNPROFESSIONAL! Did the garbage truck just pick up the garbage in your neighborhood or a motorcycle drive by? UNPROFESSIONAL! Did the call end and you sighed? UNPROFESSIONAL! (Yes, they record your microphone AFTER the call and even all the time, but we'll get to that) Good luck getting your QA score high enough to offset the deductions in your bonuses.
They constantly record your screens, your microphone from your headset, your webcam, and your mouse from the moment the computer is turned on. They also request that you do NOT shut off your computer at the end of the day. Yeah, not going to happen knowing that.
I'm the kind of person who likes to use keyboard shortcuts for faster data entry, but they monitor your mouse movement and how long it's been idle. They know exactly where the mouse is, how long it's been there, what screen it's on, how fast you've been moving it, how often it's been moved, and when it moved last. If your mouse "sits there too long" they notify you and state you need to be "more productive". Never mind if you're working faster with keyboard shortcuts, oh no, you need to be moving that mouse or else you're not really working. I was told multiple times I needed to "move that mouse more and not just in circles" or I'd get a warning "the next time".
Remember how they always record your microphone? That includes when you're on mute. The mute only muted the customer, but not the recordings, so you could still get in trouble for drinking, sneezing, coughing, or having a car go by too loudly AFTER a call. Their rating with the BBB is so low, they're doing everything they can to improve their image, and busting you for everything is part of that. Your webcam is also ALWAYS ON, so make sure no one is coming by in the room, or you have animals in the background...yup, you'll get written up for it.
There is NO career advancement.
You cannot hang up on a call for any reason, unless it's a "disconnected" call. This includes robo callers and people threatening to kill you. The company REQUIRES you to give your full name when you speak with someone, and god forbid you have a unique name. Several employees had customer DOXX them over the phone, and afterwards, threatening to do things to them and their family. All that could be done was report it to management and hope the customer hung up or a manager could take over the call. Eventually they were allowed to use company provided names instead of their own name, but that's unacceptable.
Additionally, the company is constantly being merged and bought by other companies, making management shifting and employment conditional if you are going to get to stay or not.
