Pros
The company really encourages the employees to try to have fun. The dress code is super relaxed you can wear anything. The benefits are unbelievable, I have $10 cell phone service for up to five of my friends or family member; 200 a month toward child care; awesome health, dental and vision for myself my daugher and my boyfriend who I am not married to (t-mobile honors domestic partnership).
Kontras
We are measured on about 8-10 metrics such as: call time, sales, transfers, customer feedback, the number of times a customer call back w/i a certain time frame, courtesy, concern, timely resolution, and voice of the business. The metrics are designed to work against eachother ie. if you are doing well in one area (ex. call time is good) you are likely doing poorly in another area (ex. sales are usually low when call time is good). Its very difficult to perform in every single metric at the same time and if you do well on all your metrics and are off on just one you miss your entire bonus for the month. I've been there 5 months, consider myself a fairly smart and capable person and have never recieved a bonus. Also you get talked to daily, sometimes hourly or every few minutes on which ever metric is challenging you and reminded that you are expected to meet business expectations on all metrics. For instance if you are on a long call assisting a customer who needs a little extra help, while you are on the call your coach may come and stand behind you and start telling you repeatedly to wrap up your call while you are talking. If you are a people pleaser this is a challenging job because 80% of the people who call in are of course upset over a bill or technical issue and on top of that it is almost inevitable that you will be failing at at least one metric per day and there is a coach and senior rep assigned to every 15 people and there job is basically to remind you all day long when you are failing at a metric, make you write action plans and push you until you preform. Even though from a business standpoint the pressure they put on employees makes perfect sense, as the employee it can really be quite intense and daunting to endure the daily hammering necessary to make you meet all your metrics. Coaches and Seniors are offered bonuses based on the preformance of the 10-15 call reps they are coaching so they don't let up or have much sympathy for a call rep who is having a tough day on the phones because they (fairly so) are quite concerned with their own bonuses.
