The culture handed down the managment chain is pressuring production agents to exceed goals that are unrealistic. Which leads to employees feeling not good enough. While upper managment rakes in the dough.
Support from management
Upper managment has no desire to dicuss anything except process and policy! They are not flexable and do not budge. They are the top 3% that reaps all the financial benefits from the hard work of the agents that are underpaid and treated poorly. If your lucky, you will get a decent supervisor but their support is limited in the micromanagment
This is hillarious. There is no teamwork. Its you against them. You against the customer on a call that can only go one of two ways. They tell you an escalator will take over the diffucult calls which is not true and if you spend too long on the call... no bonus!
Freedom to work independently
You are forced to work independently. There are no other options. Its you against the customer calling about a descrepency on their financial account. They call in mad and confused and expect agents to move mountains. Highly stressful because the company has an unreasonable time limit for each call diffucult or not . And if you faulter you wont get a bonus.
There is no direct communication. It all gets dictated down the chain of command so by the time it gets to agents from team leads it sounds like; ;”No more personals we are 4 minutes out of goal for that and now no bonus for this team”. Even though the rest of us have given blood sweat and tears to make a bonus which in reality only equals what other companies start off at!
They celebrate and promote anyone LGBT. Even if you have no clue how to do the job. They cater to tatooed pierced people. Its almost a freak show.
Attitude towards older colleagues
They have no regard for tenure employees. I was there almost 3 years and they never once made me feel like I wouldnt be fired at anytime. For things like long calls etc. tenure agents are the first they let go due to the “client” or bank... paying the company per head count not per dedication and years of devotion.
Not in the least. They refuse to cross train for career advancement. They refuse to pay someone to be in training again a second time. They want you on the phone if they ar paying you. Unless your nose is brown and you know someone.
Overall compensation for your work
Not at all. Sure they will get you hyped up in training. Telling you about the awesome career advancment. But chances are slim to none. And theres fifty excuses why you werent the right candidate for the job. Favoritsm plays a major role. And 0 missed shifts or tardys or if ALL of the other uncontrollable stats are at least 90%. Which is next to impossible. The pay is far lower than companies that dont expect as much. Or demand as much. The raises are so measily you cant even notice them. The cost of living has gone up so high but every other company has raised their wage to accomodate except teleperformance. And the insurance is rediculosly outragous. The employee compensation is going into the upper 3%’s pockets while employees struggle to feed their familys.
Office / Work Environment
Its clean comfortable modern. The systems malfunction a lot and your adhereance to your schedule will be negatively impacted by it. And you will be repremanded. But that is a daily thing.
There are recycle bins on the property. They do clothing drives for charities and citizen of the world fund raisers. But environmental awareness is not a comprehension.
There is no balance. Be there on your scheduled shift at the scheduled time. They dont accept dr notes. You cant just call your supervisor and let them know your ill. You have to call an automated system like a herd of cattle. Or you are branded for life with a no call no show. The pressure is so intense it causes nightmares.
They portray things they do not stand behind.its all a front. Not one of the upper managment staff at the Reno site have ever had respect dignity or integrity with the lowly agents. (Underpayed)
Absolutely none. They laugh in your face if you go to them with a complaint. I have been told by the call center manager and I quote, “well... its too bad you feel that way. But if you dont like it, you dont have to stay”! That was the worst feeling of insecurity in job securement I ever felt. Im so glad its over
The hadicap convienance would be sitting for an entire 8 hour shift stareing at two computer screens. There is more probability of carpol tunnel than lifting strain or standing requirments. There are wide doors and handicap accessable restrooms.
Cars are broken into in broad daylight. People can come on the property and fight other employees. The security company is an outside agency and the cameras are convienantly not focused to protect the employees. Security sits in office inside the building and are there to protect the company from employees. There are metal doors that require badge accessability only. It makes you feel like you are in prison. You can only have clear plastic drink cups and NOTHING ELSE.! No phones pens paper purses NOTHING! Empty pockets only. Another feeling of untrustworthyness. Constant monitoring and micromanagment is beyond safety for employees. The way managment treats employees it wont be a surprise when Its the site for the next mass shooting!
Everyday is a challenge. Just getting to work is a challenge. Trying to get an educated person to assist if you raise your hand is a challenge. Arguing with irate customers is a challenge. The process changing daily is a challenge. It was so much of a challenge I would get daily migraines.
Inclusive / Diverse
Diverse is an understatment. The process changes daily. And if it were day off when the change occured and you werent aware, you will learn about in the write up you get for doing it wrong. Which is something that occurs daily. You are badgered about doing everything wrong that you begin to feel like you cant do the job right and no one rewards good performance. Its like a sweat shop of underpaid mindless degenerates
Suggestions for improvement
- For the CCM And Site Manager to STOP trying to be spendthrifty misers always looking for ways to put that extra money into their accouts at the expence of the agents that earning the money. There is always an excuse why the didnt pay a bonus when it was earned. There is always an excuse for why your not appreciated. What they need to look at is the reason why no one wants to stay and work their
What I like about the company
What I dislike about the company
My supervisor was awesome even though she was limited with any issues due to her being micromanaged and under constant scrutiny