- Intouch Solutions LLC22.Dec 2015
You work for InTouch, not Netflix
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.
Freedom to work independently
There is no autonomy. You answer calls. That's it.
They do give you a lot of feedback as to how bad you're doing. Very little commendations for going above and beyond.
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.
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.
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."
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.
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.
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)
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.
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.
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.
- CompanyIntouch Solutions LLC
- Are you a Current or Former Employee?Former job since 2015