Pros
-decent pay for a work from home c/s position..there's shift diff pay that's pretty good -the job is easy if you're ok dealing with people....I actually like the job itself -schedule - set shift and you can sometimes trade shifts if it becomes available -time off accruals - call center is open 364 days a year, but you do get holiday pay for some holidays and the PTO is earned per pay period and it's not bad. -benefits offered
Kontras
-call handle time/AHT is ridiculously low ..245 seconds. The customer base is generally older and they take a little more time with their issues. You'll be told to "cut them off before they can tell you their issues", "get them off the phone and make them call back" (so they will be the next c/s reps issue), order services will transfer calls to c/s to keep their time down and run yours up, etc. QVC does not care about one call resolution or the % of calls answered, only how fast you can get that customer off the phone. I answer at least 75+ calls a day, but they don't count all of them, only certain ones. They don't count your order calls that are usually short, only c/s calls that are generally longer. There's a tremendous amount of turnover here (at the "call center") and it's mainly because of the low AHT. There's much better call metrics than that. They let really good c/s reps go for being 10 seconds over AHT. Going to the bathroom will go against your AHT. -adherence...they want to account for literally every minute that you're signed in. If you are late to your scheduled lunch because of a customer call, you have to enter an accommodation and hope it doesn't happen often or they'll start denying them and tell you "you're showing a pattern" and that goes against you. -quality is super nit picky and will deduct points for breathing/sniffing too loud on a call -benefits - they offer FSA but if you actually request off for a needed medical procedure that requires a few days, they'll enter it in a way that refuses you access to your FSA money and that money goes to QVC at the end of the year. Super unethical. -system issues - SOOO many system issues....constantly -Time off - if you ask off and get approved PTO, you better hope your supervisor actually puts it in or it'll be weeks before you get it. There's advanced time off bid 3 times a year to ask off for the next few months (like bid in March for April 1-Sept 30)...it's hard to get time off approved otherwise. You'll most likely end up having to call out for something important and lose points and not get paid. -if a customer leaves a good word for you on the commendations line, you'll never hear about it.