Pros: The training as a Customer Support Representative is actually solid, which is great for new grads or anyone starting in the BPO industry. You learn a lot about different systems and handling customer issues. They do have internal job postings sometimes.
Cons: Career growth is really slow. There aren't many opportunities for promotion, especially for long-term employees in the Manila office. It feels like you're stuck in the same role for ages unless someone leaves.
Advice to Management: Management should create clearer pathways for career advancement for agents. Offer more development programs or mentorship for those aiming for team lead or specialist roles. Recognize and reward consistent performance more often.
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