A Pleasant Place Until the Ariel Nation Attacked
Pros
For the first several years I worked there, CaptionCall was a pleasant place to work. Since you're not directly talking to customers, the work can be relatively stress-free. The benefits package is pretty comprehensive, though some of the offerings are confusing and/or pricey. Career advancement is possible. Coworkers, supervisors are generally very friendly and act with integrity. Respect for work-life balance. If you need time off for a good reason, management will work with you to see it done and to help you.
Cons
Pay is very low, with minimal incentive to excel other than to try and climb the ladder for a position that pays at most a couple dollars more an hour. You are captioning personal phone calls. You will be exposed to some of the most bigoted, conspiratorial, garbage opinions you will ever hear on these phones. You will hear racist slurs every day from folks as if the 1950s never ended. And you have to caption it, word for word, without fail. It will wear on you after a while. Lack of communication between management and direct reports. The Team Leads are expected to be the bridge between the management and the front line, but it's hard to fulfill that role when communication sometimes only goes one way. Sorenson was acquired by Ariel Investments in 2021, and they had a mandate from their shareholders to squeeze as much revenue as they could out of the business. They streamlined a ton of things to the detriment of employee and customer experience, a process that I'm sure continues to this day. I was laid off without notice, along with hundreds of others, in 2023 as part of a restructure in the most callous way imaginable. Even to the very end, the company simply doesn't communicate anything. They just act, and then expect the employees doing the actual work to suck it up and live with it.