Avis généraux sur l'entreprise Hinduja Global Solutions
Customer Service Representative | Windsor, ON | 10 juin 2019
Read this for an honest & in-depth review
Overall, this place's a good starter position or job opportunity. Pay's fair, but not amazing. I'm going to rate the company based off of Indeed's criteria with explanations.
Job Work/Life Balance: 1/5 stars
Reason: Scheduling's a huge circus. Worst I've ever witnessed in a contact center. Your schedule can be inconsistent from day-to-day. I.e., you can be starting at 9AM on a Monday, followed by 2PM the following day. You only know your schedule ahead 2 weeks, and even at that, it changes frequently. Days off aren't usually paired together, and weekends off are very seldom. Expect to work weird days, hours and often have long stretches in-between days off of 6-8 days because of this. Paired with wild hours, this creates a pretty brutal work/life balance. Hours are from 7AM-12AM. Schedule preferences aren't taken into consideration, even though the company claims it's based off of performance.
Salary/Benefits: 3/5 stars
Reason: Salary's fair. Currently, as of May 2019, it's roughly 16$/hour and 17$/hour for Bilingual (French and English) employees. Benefits kick-in day one, which is pretty much unheard of at a lot of third party contact centers, so this was a big plus. However, the benefits suck. And I mean, suck. Also, you need to take either their Silver or Gold packages, which will run you roughly 20$-35$/pay. That being said, for someone who may need coverage immediately, it'll provide that. Bonuses aren't paid out as promised. I'd reached pretty good sales and
Points positifstwo paid breaks, benefits day one, initial pay, possible voluntary OT and go home
Points négatifsdaily commute can be long in traffic from Windsor to Tecumseh Mall, boring/repetitive call types, scheduling, pay increases
Customer Service Representative | North Bay, ON | 22 avr. 2014
Would not recommend
So, the average day would at H.G.S would start by finding an available computer and signing in to the systems so that we could "auto-in" and start taking calls.
The job itself had its pros and cons. While most customers are somewhat understanding, there were always those ones that were irate, frustrated, just plain did not understand or you could just not please no matter what lengths you went to to try and help them. So while most customers are understanding, reasonable and great to talk to, I often was wondering before each call I took which kind of customer I was about to talk to. In that sense it can be a little stressful. I've heard on a few occasions other agents I worked with referring to our job as a Russian Roulette type of game. When I heard that, I thought yes, that would be a good way to describe it. That aside, there were certain things that would help me get through the day and help cope. An example of that would be the other agents that work around you; when you have wait times between calls, you can converse with those agents around you and maybe have a laugh and help keep things light. With that said though, there were often times where calls were back-to-back with no wait times; that leaves no time to shake off a bad call converse with those around you. These days for some, can really drag on and be overwhelming.
One thing I would have to classify as a con, would be that for the most part, there wasn't enough floor support to help out agents when they ne
Points négatifsMetrics, management
Customer Service Representative | Windsor, ON | 25 sept. 2019
It's a trap
They do not have a good training system implemented at the moment. You go on the floor on the third day (closely supervised of course) and listen in to calls. Come the 5th day you are talking to your customers with someone else talking in your ear, telling you what to do at the exact same time your customer is talking. By the third week they have you taking care of the customers yourself with minimalistic knowledge of how to take care of customer accounts, just what you happen to see while you're listening in on calls. The people who are supposed to help you get easily frustrated if you don't happen to grasp an untaught concept easily, and you are penalized if you miss too much training time, no matter the reason. You could be in the hospital, they don't care. If you ask your trainer something, you are either answered vaguely or ignored completely (at least, I found).
Hours are okay, and based off of your performance. About 60% of people get the shift of their choosing, but you are also kept track of when you go on breaks and lunch, meaning if you dont take your break right away because you are doing your job in a call, your job performance will suffer for this. If you need to step away from your desk because you happen to be human and need to use the washroom, your job performance will suffer. If you need an extra moment to wrap up a call and complete your notes, your performance will suffer.
They do not allow schedule accommodations based on transportation, and the ca
Customer Relations Representative | Dartmouth, NS | 24 juin 2019
We were treated like machines more than anything else.
It wasn't the customers that were the worst part of a job like you might hear with some call center jobs. It was the workplace itself. I loved my customers, I hated the work environment.
Computers were always breaking down or systems were crashing, the contracting company kept taking things away from us that we needed to keep their customers happy, and we were harshly penalized for being human beings with basic needs. The allotted breaks were not enough for the length of the shifts worked, and there were many times agents had to stay 30+ minutes (some even having to stay three hours past the end of their shift or the call center closing for the night) because we were not allowed to refuse a call until we signed out of our workspace. Signing out early was also not permitted.
Scheduling committee was incompetent and often tried to short change the staff or schedule people without taking transportation time to and from work into consideration. It was fine for people who lived 5 minutes away from the call center, but my daily travel was 30 minutes to and from the workplace, others had to journey an hour and a half to get to and from work. Breaks were scheduled poorly, sometimes the first break would be scheduled three or more hours into the start of your shift, and then the following breaks after would overlap or have very little time between them.
Employees were given no sympathy in extreme inclement weather, even when the rest of the city was shut down and peopl
Points positifsCould wear jeans and a t-shirt, decent pay, nice benefits for medical/dental, themed food days where free fruit or cake would be provided. Sometimes BBQs were held for employees.
Points négatifsPoor management, poor work environment, too few allotted "sick" days, undesirable working conditions
Customer Service Representative | Windsor, ON | 30 déc. 2018
Great Way to Get Started in Customer Service
My typical day at work involves showing up about 20-30 minutes early to load my programs, go through emails, and check out alerts. The recommended time to show up is 10-15 minutes early to load your system and set up your work space but I enjoy the extra time to make sure I'm up to date on information. I take inbound calls for 8.5 hours and typically have breaks every 2 to 2 1/2 hours, e.g. start at 9, break at ~11:15, half hour lunch at ~1:45, break at ~5:30, end at 6.
I've learned a lot about customer service, providing great customer care, time management, punctuality, notating accounts, reviewing bills, and discussing services with customers.
The workplace culture is great. For the most part, it's laid back. Attire is generally relaxed, e.g. hoodies and jeans. You can dress up formally or fashionably if you want to, it's just not required for agents. The break room has two TVs, a private bathroom, a female bathroom, a male bathroom, 3 computers for employee use, a charging station for phones, 3-4 fridges to store lunches, 2-4 vending machines, a water cooler, and a couple of tables with 3-6 chairs each.
Colleagues are an asset. At my location, colleagues help each other with things. If I forget how to perform X task, my desk neighbour knows and can help me. If my neighbour forgets how to do Y, I can help her, and vice versa. Always be polite and help your neighbours and colleagues; inter-work relationships and connections are a big plus. I'm friendly with everyon
Points positifsLots of training and support, benefits after 3 months, employee discount after 6 months, 6 personal emergency days, unpaid vacation, paid vacation with accumulated hours, sometimes free lunches and snacks in the break room, half hour lunch
Points négatifsLong hours if you don't like working 8.5 hours but you can try for split shifts or part-time work, likely get afternoon shift, rude customers swearing or screaming in your ear, 3-4 programs to learn but not hard once you do
Customer Service Representative | Hamilton, ON | 12 févr. 2019
A sad joke. Don't make my mistake of working there.
Why work for a call center? The people you work with and the chance to help customers who honestly need help given how little they know about their contract and the lack of response the company gives to proactively teach them.
Why not work for a call center? The pressure. Not from the customers themselves. Most fall into three groups, those who are honestly bewildered by their bill or a situation, those who want to know what went on and those who are playing the system because the company allows them to do so instead of setting up rules and abiding by them. The real pressure comes with the "we're not talking about sales but we really are" attitude. The upsell is there, built into the pitch as you work hard to solve the problem and open up the possibilities of what laying down some more money will accomplish.
I was very good at my job, interacting with my customers and generally doing a very good ratio of helping them. Selling is something I recognize has to be done but it's right there with cleaning the slime from a toliet. Not that the selling is bad but the sneaky way they try to orchestrate it into every conversation even though it is patently clear that the customer has absolutely no interest in it.
Selling tools. What a joke. The first day of the internet sales we were told the whole program that we were supposed to learn on was frozen and not to be used. Instead, the "leader" told us in a few minutes what we were to do. No slides, no examples. It wouldn't have
Points positifsNo longer working there
Points négatifsThe people they call tls and above.
Technical Support Representative | Barrie, ON | 24 mai 2015
The workplace & coworkers are the best experience I've ever had - The job is draining.
If you're thinking of applying to HGS - Beware. They advertise full time work - yet every summer cut hours by 1.5 hours a day at least. The system they use to keep track of your vacation hours and paid sick days off is also flawed - it doesn't accurately keep track. Use your paycheck. The systems they use to help customers, such as ICM, SGI, and almost every other tool, is constantly buggy or down or worse - breaks in the middle of the call. There was not one day at HGS that a tool or system worked perfectly all day.
Customers hate you - that's it. End of story. To the customer, you are nothing. You are a roadblock to working internet. That is ALL you are. You will be yelled at, insulted, unappreciated, and complained to, all day, every day, for 8.5 hours a day (7.5 or less in the summer! Only 7 paid!)
The pay is already bad enough, considering what the company itself makes per agent per hour. How would you feel knowing that you get just over HALF what the company makes per agent per hour. Along with hour cuts - and consistently tacking on more responsibilities per call without any HINT of a pay raise - that is what killed the job for me. After the initial training - whenever the company tacks on more products, you will be technical support for those products, and you will not receive training on it. You have to follow the call time reduction techniques to the LETTER, or you will lose points on your quality score, which, by the way, 90% of the time completely relies o
Points positifsVoluntary Go Home - Easy time off - great environment - greater staff
Points négatifsHour cuts, Low Pay, Very stressful, no respect from customers, scummy business practices.
Customer Service Representative | Belleville, ON | 25 juin 2019
This is a typical day. Imagine 8-12 hours of calls, short breaks in between or a 30-minute lunch then back at it again until your next break or you leave. You go in when it is bright, you leave at midnight & you sleep during daytime hours to live it all over again.
(It is supposed to be a customer service job)
You are forced to sell on calls in a high-pressure sales environment backed up by measured Monthly recurring Cost stats, as well as sales extension stats & the term rebuttal. Explanation: For those who don't know, a rebuttal is the opposite end of no means no. Just because they say no 100 times, doesn't mean you don't only need 1 yes.
Ideally, customer service is set up for accessibility & ensuring customer satisfaction. For a customer to pay their cellphone bill on the phone with you they have to pay a $10 account handling fee. Want to make a commission? That is "great". It will be an additional $35 for you to sell a device over the phone versus the customer going to a store, which we actively tell them to do instead.
(accidents at my desk)
It is hard to remember a day I didn't *** myself, *** or have some kind of accident at my desk. At this center, you get the bare minimum of 6 sick days. On top of that as a newcomer, you got a schedule drafted in the underworld. Before leaving I got to a point in my employment where I valued my relationship & health too much to continue on. (I am 25) I was not even in this company for 90 days!
(I now have high b
Points positifs16 dollars an hour
Points négatifs6 sick days, No schedule control, autocratic management, No union, High pressure sales
Customer Service Representative | Barrie, ON | 19 juill. 2015
With this low pay, the incentives SHOULD always be delivered. They aren't.
FOUR Big Problems: Poor Training, High Stress, extremely Delayed/Unpaid Incentives, Unfair Scheduling practices
What you are told in training about the wonderful company is just smoke. It is a minimum wage job where people quit every day. Training does prepare you for what you face on the job,mostly because the training computers have no access to systems to practice. So expect to be extremely stressed and watch your trainig buddies quit daily. On the job training is designed to force you to learn or drown... floor support could help, but are rarely available.Awful!
Imagine trying to serve a customer using 4 different software (that often crash) while the support staff is ignoring you or telling you to read the ridiculously complicated 2000 article help website. They leave you hanging - and essentially cause you to leave your customer hanging. Ridiculous!
It's pretty cheap of a company to promise all these great benefits in training, and then not deliver once your are on the floor.
A few of us worked major over time over Christmas and Holidays.. and months later - still no bonus. Now we are told if we quit (which we all want to do) we will never get the bonus.
So do not count on any bonuses on top of the minimum wage!
Unpaid commissions... referral fees
There are suppose to be commissions for sales you make and for referrals. But the delay is months and months later (they know you will quit). So basically forget a
Points positifsIt'd a short term job while you can stand it
Get in, sign in to your computer and hope that your systems haven't crashed. They look up for now, but don't worry they'll crash a few times over the course of a day.
You sit waiting for the first call to come in, only taking a few seconds because wait time barely exists. Once it does come in you're greeted with no information about the customer because account pops are broken for a large number of employees. So you ask all their information and they scream at your for not having the information ready.
Now you've finally got their account up and the system of course crashes, so you wait another 5-10 minutes while everything reloads and have an irate customer scream at you.
After you've dealt with a few calls you proceed to have useless meetings led by random coworkers. They don't know what they're talking about because they were given a sheet of paper to read off of right as the meeting starts. That's how we're given crucial information, so it's often not even given out.
Finally, the end of your shift rolls around and you're looking forward to going home. Except you can't, the customer refuses to get off the phone and you're required to stay past your shift until they get off the phone.
What I learned:
HGS is completely ineffective as a call center, their systems are so completely broken I couldn't help about 1/3 of customers calling in.
They say they hire from within, but the actual advancement opportunities are so pathet
Points positifsIt's a job, that's the only pro
Points négatifsEverything about the job is awful.
Questions et réponses au sujet de l'entreprise Hinduja Global Solutions
Combien de temps dure le processus de recrutement chez Hinduja Global Solutions?
Posée le 29 avr. 2017
About as long as it takes for good employees to get fired
Réponse du 16 mars 2020
Its depend upon company 's policy. Which kind of employe company wants abd the person sho fillfill all the policy of company then tge company hire them.
Réponse du 4 mai 2019
Comment bien se préparer pour un entretien chez Hinduja Global Solutions?
Posée le 19 mars 2017
We have lots of interview tips on our Facebook page to help you succeed and prepare for your interview. Be yourself!
Réponse du 25 avr. 2019
Not much prep needed. I'm not sure they've ever turned someone away! unless you have a current criminal record maybe.
Réponse du 14 janv. 2019
Why would you want to work at HGS Canada Inc?
Posée le 22 avr. 2017
Any job is better than a call center. Management lie about everything. No work life balance. Never paid the right amount on your pay cheque. Horrible customers. Horrible job. Don't waste your time.
Réponse du 9 nov. 2019
We offer full-time permanent positions, great benefits and the opportunity to grow a customer service career. We have a great reputation. Check us out on Indeed or Glassdoor to get a better overall view.
Réponse du 25 avr. 2019
Quelles sont les étapes du processus de recrutement chez Hinduja Global Solutions?
Posée le 21 mars 2017
Its an face to face interview in which manager check my resume and know all detail about me which they want to as per company policy.
Réponse du 4 mai 2019
Very simple! Apply online in our Job Portal at JoinHGS.com
Réponse du 25 avr. 2019
What is the company culture at HGS Canada?
Posée le 19 mars 2017
What it seems to me to be, now that I've finished my two months with the company, is that they have contracts to train people, not hire them into positions that they will keep for any length of time. We were trained toward certain metrics, we were told on Friday we were doing well, and then on Monday, four of us were let go. 16/20 were let go by the time probation would have ended. If we were all truly that bad, that speaks poorly to the training process. Fiscally, that's not a very good way to operate. It must be cheaper to just give us another week of training, rather than put more people through eight weeks of training to have similar outcomes.
Réponse du 30 avr. 2019
We pride ourselves on being a people company. We help people, and follow that through to the workplace. We offer lots of opportunities to get involved in site and community activities too. Our Facebook page is packed full of photos so you can get a good idea of what type of company we are