Skip over menu?
  

Intouch Solutions LLC:What's it like to work here?

United States Industry Consumer Electronics
Skip over sub-menu?

Intouch Solutions LLC experience report

  • 22.Dec 2015
  • Employee

You work for InTouch, not Netflix

1.72

Company culture

Netflix is good, but InTouch is the out-sourced call center. There is very little security and high turn-over.

Support from Management

Conflicting messages from management. They'll say they don't care about call metrics, but then base everything regarding job performance on said metrics.

Level of Autonomy

There is no autonomy. You answer calls. That's it.

Communication

They do give you a lot of feedback as to how bad you're doing. Very little commendations for going above and beyond.

Gender Equality

They seemed to be fair. It's not something I can really gauge.

Attitude towards older colleagues

There really seemed to be no value for someone's seniority in terms of length on the job or in terms of age. Many long-term employees were fired while I was there for what seemed to be arbitrary reasons.

Career Development

From my POV, no, there did not seem to be much in terms of advancement.

Overall Compensation for your work

It's a minimum-wage job. Pay was done on time. Benefits were expensive.

Office/Work Environment

Old computers, InTouch actually blocks access to most of the Netflix sites so you can't actually see what a customer may be having problems with. You can only go to the bathroom on your scheduled breaks. If you're even 30 seconds late coming back from a break there is a good chance of being written up. Very loud call center and you are supplied with very low quality headphones. Many folks have to go out and buy their own headphones/mics to be able to hear the people on the phone.

Eco-consciousness

They're aware in the sense that they want you to shut things off when not used. That's due more for the cost of electricity rather than being "green."

Work-Life Balance

No, vacation can't be taken at any time. They force you into an arbitrary schedule based upon arbitrary feedback from callers. The worse you get in terms of feedback, then you get put into a "lottery" in terms of what schedule and team you will be assigned to.

Company Image

When you could say you worked for Netflix, yeah, people talked fondly. When we talked about being employees for InTouch, not so much. You are not really an employee of Netflix. You're just a contractor for InTouch.

Job security

The job is not stable. There is a high amount of turn-over both due to attrition and firings. Some of the firings did seem due to wanting to cut the budget by eliminating people who may be paid a higher amount. (I had 3 supervisors fired while I was there)

Handicap Accessibility

In terms of physical disablities, they are wheelchair friendly. In terms of visual or aural disabilities, no, they are not. There are no tools on the computers for visually-impaired people. In fact, all the tools are web-based and they are NOT Section 508/ADA compliant for visually imaired users.

Workplace Safety

Difficult to determine. All I have to go off of was a fire alert in the building. We were told we had to complete the call we were on before we could evacuate the building.

Challenging Work

Not at all. You're just a minimum wage person who answers phone calls. It's not challenging at all.

Inclusive/Diverse

No, diversity is not a method of achieving goals there. They do not discriminate in terms of hiring. I will give them props for that. But diverse opinions and ideas are not welcomed.

Suggestions for improvement

  • While there were areas that had some game consoles that you could take a look at (on your own time, never on company time) to see how the Netflix app worked, you were prohibited from actually going to one to try and troubleshoot a customer's problem. Basically, they said "hey, here are tools for you, but you're not allowed to actually use them." Plus the internet connection in the building was way over saturated. The bandwidth was not sufficient for employees to do their work. Keep in mind that this location for Intouch also housed call centers for Nintendo, Air BnB, Fandango, and many others.

What I like about the company

Not much to be honest. The only real "perk" was free streaming Netflix. But that really only equates to roughly $10 per month.

What I dislike about the company

They really gave the impression that employees were always wrong, management and customers were always right. Employees are not given all the tools they need to effectively perform their support duties. The site is PCI-compliant (no issue with that), but when trying to troubleshoot mobile device issues and having no knowledge base to refer to and being prohibited for even having a mobile device on the floor (immediate termination)... well, the employee is really just being setup to fail.

Company culture
2.00
Support from Management
2.00
Teamwork
3.00
Level of Autonomy
1.00
Communication
3.00
Gender Equality
2.00
Attitude towards older colleagues
2.00
Career Development
1.00
Overall Compensation for your work
1.00
Office/Work Environment
2.00
Eco-consciousness
2.00
Work-Life Balance
1.00
Company Image
1.00
Job security
1.00
Handicap Accessibility
2.00
Workplace Safety
3.00
Challenging Work
1.00
Inclusive/Diverse
1.00
  • Company
    Intouch Solutions LLC
  • City
    Denver
  • Are you a Current or Former Employee?
    Former job since 2015
  • Position
    Others
  • Department
    IT

The following perks were offered to me

Employee discounts is offered

There are no statements for this review yet.

Company response

The review above has been updated on Dec 22, 2015.

The statement is referring to the following comment submitted earlier:

Suggestions for improvement:

- {[ imp.improvement ]}

The statement is referring to the review submitted beforehand!