- Don't expect to receive any help at all. Starting out, you'll receive help but once you're out of training you're lucky to get even a one word response on a question you asked hours ago. Don't forget that you'll also get negative feedback regarding it in a coaching later on since you had to wing it with no assistance.
- They tell you that you can move out of call center within 1 1/2 years. Don't believe it. They almost ensure that you'll never reach that mark
- Your responsibilities are numerous. They say that the calls are stressful, but I can count on one hand the amount of stressful calls I had. The most stressful thing was the fact that not greeting a customer properly could result in a failed call. Oververifying someone is a failed call. Giving someone information they didn't ask for (EVEN IF ITS ON THE SAME SCREEN) is a failed call. Not saying someone's name is a failed call. By the way, if you don't notice each little text box that may or may not help and decide how it can help, that's a failed call too.
- You're graded on 5 calls to move up. The calls starting from intake are easy and it's very easy to move up. The training class after that is impossible. We had call listening sessions and during those sessions, the grader even said they purposely look for bad calls to grade so that we can try to "work on the mistakes first". You can have as many good calls as you want. That difficult call that took an hour to finish but at the end the caller said you're an amazing worker? Not even mentioned. Rapid fire calls that you normally take and can go through blind folded? Don't worry, those are noticed but aren't graded, so you'll still somehow fail. Had to transfer a call because you aren't trained on it? You didn't collect every single piece of information that could be re-verified with the next department because you can't assist anyways? Failed call.
- Having tech issues as a remote agent happens. The only issue is that having a tech issue is for some reason taboo. I had two failed headsets in the first MONTH of working here and none of them got replaced despite callers being unable to hear me. Luckily my sibling had an extra pair from HER job that I could use. You'll also get blamed for being unable to work due to computer issues as well as you should be "working on something" despite your computer not working at all.
- Managers are more than willing to help when they finally look at your messages an hour or two later. Somehow, they're in a meeting for 7 hours of their 8 hour shift and are quick to push you off to someone else if you need help. You might as well get a degree in engineering and have 5 years of work experience at Prudential PRIOR to working here because God knows you'll need it to survive with the little amount of help you receive.
- PLEASE only use this job as a short-term job or as a stepping stone if needed or just always know you're one failed call away from getting fired anyways.
