Run - Avis employé Inbound Customer Service Representative TTEC

You don’t get to choose your at-home schedule. They give you a list of options but really don’t care what you tell them. They will assign you a time and if that doesn’t work, you either need to find a replacement or you’re SOL. Another stupid thing they do is shift bids. This means that every 3 months, you have to bid for your schedule and once again, are not guaranteed. You may lose your current shift to something inconvenient, along with switching your team lead. They do this to help weed out employees. If you don’t like your schedule, quit. Another thing about schedules: they will change it at a moment’s notice and give you NO advanced warning. Oh, they SAY they give you a week but in reality, they do not. I had to re-arrange my whole life for a month earlier this year because they adjusted my schedule without my permission. When you have worked the same schedule for a year, you begin to become comfortable with it. You schedule your life and appointments around work. And when they change your schedule without telling you, the message they are sending is that they truly do not care about you. They expect you to change YOUR life at THEIR order, who cares if you had an appointment scheduled for 6 months? Reschedule it. Absolutely no care or concern about their employees or the fact that they have lives themselves. They want you at their beck and call. And when I mentioned to them about this, that they changed it without my permission, they simply said “talk to you team lead.” Which of course, she does nothing. Speaking of schedules, have you ever heard of having to punch out to use the bathroom? Isn’t that the most ridiculous thing ever? Well, leave it to cheap Teletech to do that. If you can’t wait until your break, you must sign out of the phones, clock out, do your business, and clock back in. Two freaking minutes that they will not pay you for. Every other employer, even when hourly, allows their employees bathroom breaks on the clock. So what I did is when I would be in after-call work (ACW), I would quickly run to the bathroom. Considering my average hold time (AHT) was so low anyway, this would only improve it. No way are they NOT paying me for a basic need. And don’t get me started on the TLs. They are horrible! Firstly, they don’t read what you’re asking and always tell you to look up a knowledgebase article (called KB). Most of the time, the answer is NOT in the KB and so you have to repeat yourself in order for them to answer you. And sometimes they don’t. My TL actually admitted that she doesn’t read our questions, more just skims it. But yet, she had the GALL to tell me to read everything. And even if you do read the KB and ask questions, they treat you like you’re stupid. And they’re so hypocritical as well. I once was told to not comment about the TL in a case (where I had said that I asked for help and received NO reply). Then, a few weeks later, my TL who had NOT read my info on a case I was working on, mentioned in note that “agent did not do her research.” I emailed her about that saying that was untrue and not only included dates and times, but screenshots of our convo. Of course, no reply. So, it was okay for her to mention some inaccurate stuff about me in a case but not to call a TL on the fact she didn’t read. Nice. The systems they have us use are a joke. They are so inferior. If you get like 5 people logged into the system, it starts slowing down and freezing. This is a multi-billion dollar company; it should be able to afford software that works. But no. And you’re told to log out, reboot and log back in. Oh and of course, to clock out too. They punish YOU for THEIR system failure. And if it takes a few hours, you’re not getting paid. So instead of manning up and actually admitting that their system is horrible, they punish you for it not working. And it’s EVERYTHING: the timekeeping system, the chat forum, the platform to view customer accts, the platform to create cases, you name it. The truth is Teletech is afraid of the client. They are afraid to tell them if they have a problem or an issue. So they hide it. Which, as we know, is an excellent business practice. The client I worked for, Rodan + Fields, is skincare. They are NOT essential, especially not during COVID. As was emphasized by MANY customers delaying/cancelling their orders for at least 2 months. Yet, they continued to operate. Because they are greedy and only care about themselves. No discounts for customers during this tough time. They did end up helping the consultants in a way, but did not offer delays or anything for the preferred customer. God forbid they do that! As an agent, you have all these tasks to do and NO additional pay. When I was there, I worked in 2 areas. Customer support, which included delaying accts, processing orders, processing refunds, researching orders, researching what a consultant made to determine if she gets another 1099 sent to her, basic troubleshooting, checking on statuses of orders, reviewing orders in Pulse or trying to walk consultants through RF Payday and RF Rewards. We have all these responsibilities and NO additional pay. I am NOT a tech agent but I had to ask a bunch of troubleshooting questions, doing something that is NOT my job, because the tech agents are lazy and didn’t want to be bothered with it. So I of course have started putting “basic troubleshooting tips” on my resume because of this. This, technically, is another job. But am I getting any more pay for it? Pffft. Of course not. The second area I have is to help consultants. Again, NO additional pay. So I do an average of four or five different jobs a day for only ONE price. And Teletech does not believe in raises or bonuses. They have a stupid hierarchy system where if you end the month in the first tier, you earn a bonus for that month. Something to strive for, right? Except it’s nearly impossible to get into that first tier. You could be an excellent employee but maybe score low on a survey and that causes you to be kicked out of the first tier. Bye bye bonus. They DON’T base it fairly. Nor do they give bonuses when deserved, like at Christmas. This is the first company I’ve worked for that does NOT give a Christmas bonus. Most do to show how much they appreciate you. But of course, TeleTech doesn’t. And they are telling you they don’t by not offering raises and bonuses. You could work for the company for 5 years and keep the same salary. Granted, you’re working at home so your transportation costs are low. But still.