I had a choice of really difficult shifts, either 7 to 3 or 1.30 to 9.30 and I opted for the later shift.
I didn't realise how much this would affect my social life, but it did. Not only that, but I became so stressed by the continuous and non-stop calls (you don't get a minute to breathe sometimes) that I became a little frantic at times and I would go home exhausted.
You have to be super nice to every customer and there are always angry customers to deal with. If you are unlucky enough to be surveyed by these customers this will affect your statistics and therefore your performance based pay is also reduced drastically. You are constantly stressing about results and trying to please every customer, even if they are far too difficult or being overly mean. You just have to tolerate it.
My team leader dismissed me just before my probation for failing 2 compliance calls, whereby I didn't take the customer through correct security. Some of my peers had failed this over 5 times and were let off each time. Therefore I felt harshly dealt with as if he had a vendetta against me.
Otherwise everyone was very helpful and nice but there is a slight cult-ish feeling to working there like people are conditioned to be a little robotic and self important because they work for american express, but there are some truly great exceptions.
nice big desks and spacious
management, bad shift options, angry customers