Customer Service Representative | Montréal, QC | 16 août 2019
The training program was terrible and some of the supervisors don't even care about you
TTEC Montreal; Some of the supervisors aren't even doing their jobs properly but they are looked up as gods to some people.
While other people think they are backstabbing fakes.
They don't care if you're new and still learning - they'll fire you if they think you're not doing your job properly, without any chance to improve. They don't give you warnings - they just fire you. The training program they have is bull because you barely learn anything from it. And you're expected to be perfect when in Integration or when on the floor.
You barely get any money - $12.50 an hour, for a job that isn't even enjoyable and is stressful. Then you have the "coaching" meetings. Which is basically their way of telling you what you're doing "wrong" (in their opinion) or to tell you off on things. Including the stupidest things there is.
The classrooms that you train in are never cleaned. The environment should be more clean, dusted, mopped, swept - but it is NOT.
There's no sanitizers.
The bathroom is sometimes clogged up and the flush on the toilet is leaking in some of them.
The computers don't work and they crash even during the CALLS. Putting the customers back in the queue, frustrated or angry - and then another agent will have to deal with that. You don't have a computer you're assigned to. You have way too many accounts and usernames you have to memorize. The programs used during training teach you absolutely NOTHING about the actual job and what you'll actually BE doing
Healthcare Customer Service Representative | Sarnia, ON | 25 févr. 2018
Questionable environment, poor training, and the quality of the computers are laughable.
If your looking for a job at the bottom of the barrel where you have no other options, that's about the only reason to work here. I do hope the other sites are not as bad as the sarnia site. Your lucky if 3/4 of the computers in each row work properly. The software used is so glitchy and slow. The computers are so old that they are likely purchased from previous companies as they upgraded their systems.
I know that they claim "State of the art training" however, the training is laughable. When I was going through the training, the training environments were always going down. They did not have enough training environments for the entire training class and when there were multiple training classes, everyone had to share the training environments. That meant that half the time you were getting kicked out as others logged in. The training did not prepare you for the floor. By the time the training was done and you were on the floor, you were pretty well winging it. The support was sad. Most of those chosen were favored among the management but not due to skill or knowledge.
Advancement that they claim? I hope you smoke otherwise advancement will not likely come. Its not based on your work but who you know and socialize with.
The management, you may find a small handful may have an idea of what is going on but most of them would have to open the window to see that it was raining because unless it hits them in the face, they wouldn't even notice it was. They lack knowled
Points positifsthey are likely to re-hire you when your in between jobs
Points négatifsComputer hardware/software, most of the management team, the environment is depressing, and its high stress for low pay.
Human Resources Generalist | Orillia, ON | 25 janv. 2019
Well balanced healthy and safe work environment
During my time at Teletech, I was employed as an HR Generalist however, after joining the company, I realized I was the lead in the department. I was responsible for overseeing approx. 500 employees in a Call Centre. This type of industry proves to show a high turnover rate as well as absenteeism.
One of my initiatives was to determine the reason for the high turnover. After a month of evaluating the performance of the Team Leaders, I was able to determine that our Team Leaders were terribly disengaged, therefore not demonstrating value towards their employees. As a result of my observations, I wrote a program on Leadership training. This course contained relevant information surrounding excellent leadership skills, how to show value and respect towards your employees etc. The team of leaders ( 17 in total) clearly enjoyed the training program and applied their new skills to their employees. Feedback started flowing into the HR department regarding the treatment and attention being demonstrated towards the employees. The end result showed an improvement in attendance, performance and reduced turnover.
Unfortunately, near the end of my employment, an announcement was made that the contract had been pulled and there would be a mass layoff. Myself along with the Director of Operations took the lead in preparing the necessary documentation to deliver and announce to the team. The layoff was a working notice period of three months. Absenteeism was on the rise again,
I have not read all the negative complaints but without even reading them, you can garuntee what they are saying is right. The positive reviews are highly unlikely. Problems will start from hr when you start. The majority of the information are lies to get you in. They don't tell you so much (many people were not even given interviews and just told to show up at a certain time for training and had no idea what had happened). After that you are out through a mind numbing training in which the trainers will tell you most of what you learn is worthless because you will learn everything on the floor. I won't go into details about everything wrong with this company because I could literally write a book. What I will say is management is disorganized and poor quality. Rules change on a daily basis and something you do on one day a supervisor is fine with and could get you fired from another supervisor on another day. You have to be there a minimum of 15 minutes unpaid before your shift and some times asked to stay late for unpaid coaching. Computer problems cause numerous pay issues that you need to constantly keep track of (but with no paper or way of recording your times allowed on the floor, you end up losing hours per pay). If you do make requests, don't expect them to be looked into (especially if your problem is an hr problem because I am sure the only thing she is paid for is bringing in new people through the atelka revolving door). Bad company. Terrible policies. Lazy mana
Points positifsit pays most of what you worked, some times
Points négatifseverything else.
Customer Service Representative | Montréal, QC | 31 août 2015
Great Coworkers, Awful Management
Here you'll meet some really nice and cool people who won't hesitate to help you if you have questions. They really show me what team spirit means.
The job itself is challenging and you can learn something new everyday.
However, the management is pretty awful. We hardly feel appreciated. Staff turnover is extremely high. The team leaders are cool, but the higher-ups don't really care about us.
The training isn't particularly helpful due to the lack of support from the client company. We didn't have access to one of the most important tools until we actually got on the floor. We all learned on the fly. We had to.
The worst aspect is the schedule. When we were hired, we were told that at least we would have either Saturday or Sunday off every week. LIES. Never had a weekend off during the months on the floor. They were supposed to put up our schedules two weeks in advance. In reality, they are only able to post our schedules on time maybe half of the times. And they'll change your schedule last minute without notifying you, and expect you to follow the new one. Even if the schedules stay unchanged, you most likely won't have two days off in a row and you won't have the same days off every week. Shift trades are possible, but for some reason it takes them forever to complete, whereas I've seen it done in 10 minutes if you push a little. Proves that management is lazy and doesn't really care.
Decent place to get some money to pay the bills. Not for long term work.
Points positifsGreat atmosphere
Points négatifsAbysmal scheduling
Customer Service Representative | Cornwall, ON | 12 oct. 2016
Toxic Management Team that leaks their stupidity into every corner of the organization
The only good thing about this job is the other you people you work with; that does not include the administration and management. Management and administration at atelka is some of the most shady and underhanded i have seen anywhere...worst than walmart. Management does not work with people's schedule in anyway shape or form; the management team don their friends with special privileges and better shifts. People who deserve to be promoted do not get promoted, again, it is only the friends of management. When there is an error in scheduling, rather than trying to make it right, management says thats nice its your problem now. The best thing is when you were told something and then management and admin keep passing you around saying its not there responsibility then after a month they completely close ranks and pretend things were never said. The salary is substandard (lets be real its minimum wage). The shifts are rather long: ten and a half hours at times. There are predetermined breaks and they will schedule you to go for your break like an hour and a half and then make you wait 4 hours for lunch: ABSOLUTELY RIDICULOUS. At the end of the day, companies use atelka so they can get cheap customer service work and not have to pay someone else an actually decent wage. Atelka is in the business of taking advantage of people and its sad but there is a market for that it would seem.
Points négatifsToo many to list.
Customer Service Representative | Montréal, QC | 25 oct. 2015
Productive and fun place to work at
I worked with Atelka assisting customers on behalf of Rogers wireless. Every day i would come in and log in to my station and assist customer with their issues such as, billing, issues with their device (phones), or the on-line site along with making sales at the end of every conversation.
I learned all the basics in the company about customer service and sales, being able to assist an irate customer and assist him until the issue was resolved without having to escalate the customer to a manager, and also to make sales like new accounts or new devices.
The environment was great, all the co-workers were friendly at all times including the managers on the floor which were a huge help in case any issue appeared with a customer or a customer´s account.
The hardest part about the job was the workload and the equipment we used, we were a customer service team but as time passed the company shut down many of the other department and passed their work to us and did not raise the pay for the position even though the workload was 3 times higher than when we started. The computer we used were outdated and often froze in the middle of a conversation with the customer, this did not help with the work we had to do on a daily basis.
The most enjoyable part of the job was coming in every day to a great environment with the co-workers, everyone helped each other when needed.
Points positifsGreat Management
Points négatifsOld equipment
Customer Service Representative | Sarnia, ON | 4 févr. 2018
not bad work
I worked at atelka last year and un fortunatly i had unforeseen family circumstances appear which i had to ask for time off, i took a few days and went to vist family and after a day i logged into my schedule online and noticed i was getting marked no show, i called to explain and was told it was beig taken care of but it just happened again. I then discussed with a couple managers if i can take a nother week off and was told that was understandable, i was passed my probation period and it was an emergency so no one made it seem like it was an issue. When i finally got back home i checked my mail and it was dated for that day that i was reading it saying that if i wasnt at work that day i would be fired, i went in to talk to huan resources and was told if i resigned i could reapply in the future and be accepted back no problem. A few months later i did so but i could not hear back i was calling and leaving messages and by time i heard back from the recruitment agent they told me that headquaters in quebec was just reapproving me thenthey would call me and inform me of my date that i can come back to work, however it is a year later and i still have not heard anything back. I am hoping now since it is ttec that it will be under new advisement and i could get more information as to what happened and possibly get a position back.
Points positifsgood customers fun atmosphere
Points négatifsno communication
Customer Service Representative | Sarnia, ON | 15 nov. 2017
An average job but difficult for those without the right mindset
Due to Atelka in Sarnia being bought by another company at the time i started, the rules and regulations are always in flux. The job isnt difficult but it can be very frustrating and stress inducing. You are on the phones for 8 hours a day usually dealing with very angry customers that you want to help but are unable to in many situations. Some of the expectations of the employer is unrealistic and many of the perks are not explained or easy to understand. Because of this many agents do not last very long and those that do stay ultimately do not enjoy their jobs. System issues are a constant threat, Changes in plans and deals cause confusion, and sometimes you are stonewalled when trying to find solutions to problems.
However, the pay is good, you get commission on sales as well, and the job does have benefits and even employee discounts. you get 2 weeks paid vacation per year (Though you have to have worked and entire year to recieve pay for them) And if you want full time it is always available
You cannot get part time unless you are a student, and the hours are not flexible at all. you get what they put you on, whether it works for you or not. Trading shifts is a nightmare and the scheduling system is terrible.
Over all, if you can deal with the negatives, the perks are worth it.
Atelka was a good calling center. It gives someone without experience apply to every detail of doing a good job no matter what you are doing as a job. I learned a few important things that I would take for the rest of my life. When receiving calls, I learned that you have to be enthusiastic and develop a certain relationship between you and the caller. When a customer calls, he has to feel like we're taking good care of him/her. It showed me that it has to be the same for any other type of job. The management was pretty cool too! Whenever you needed help to finish a call, you could ask questions to the superiors to complete the tasks on the call. With time, you would get used to things when taking calls. My co-workers were cool too. I had much fun working with the people around me. For those who were working there for while were really helpful too. The felt free and comfortable to help and give advice at anytime for calls. The hardest part of the job was my first two weeks when I had to learn how to complete a call with all the policies given in the formation. The most enjoyable thing was when I was completing calls from difficult customers. Nothing better than ending a 30min conversation with an angry customer, the right way!
Hello everyone,my name is Aazzee and I first want to start off by saying that I cannot believe at times that a job as great as this one exists on this earth.Teletech is by far the best job and company I have ever worked for.No other job compares.This job is definitely taking for granted and under-appreciated by many of people that no longer work here,so I am delighted to say nothing but magnificent things about Teletech since I honestly have nothing negative to say about the place.I do realize that everything I just stated was an opinion so let me go ahead and state some facts about Teletech.Teletech is one of the most flexible jobs you will ever come across,I've seen people work as low as 15 hours a week to as high as 59 hours in a week(depending on if they have overtime available-which they do majority of the time).You also can choose the days of the week that you want to work and set the hours of the week that you want to work as well.For example,if you work 30 hours a week such as myself,you can split that up into three 10 and a half hour shifts and have 4 days off or two 10 and a half our shifts and two 5 hour shifts and have 3 days off or five 6 hour shifts and have 2 days off.Whatever is suitable for you and fits your needs,Teletech will do their very best to accommodate you.They also offer the ability to flex your schedule.For example,if you work 30 hours a week and you normally work those hours on Monday,Tuesday,and Wednesday but for some reason your not able to make
Points négatifsNo Cons
Customer Service Representative | Greeley, CO | 19 mars 2021
Training makes you consider jumping into the nearest lake instead of being there
Not as bad as some other call centers around NOCO, but it is still JUST a call center and the last resource when you need a job fast that will pretty much hire anyone. Pay is ok for that sort of work, and it is better than ending up flipping burgers, or waiting tables, or, not being able to pay your bills. Good place for young people to have their first professional "grown-up" job and learn customer service skills, and how to do a job that requires learning how to engage and speak to people, which can carry into other positions in life. It sounds good when you say you work for USAA, but in reality you have no connection to USAA at all.
The three stars come from the above factors. If I had to base on the experience below, it would be one star.
With all that said, training isn't just useless, it makes every nerve stand on edge because of utterly pointless and totally off the mark it is! I spent most of the time being beyond irritated, ready to get up and walk off. Instead of learning anything about your job, or software and tools you'll be using to navigate for your members, you hear about vague missions, and values, watch silly outdated videos, and get shown a PowerPoint with random military pictures. After that, you get asked irrelevant questions such as, "When you think of military, what comes to mind?" Who cares what comes to mind, we aren't in the military?
From there, you have to answer absurd questionnaires about your personal life, totally inapplicable to you
Points positifsJob anyone can get. Long breaks. Part-time hours. Better than digging ditches or churning butter
Points négatifsThe trainer. Training. Class starting at 6am. Oh, the trainer. Did I mention that?
I am not a disgruntled employee. I work here and I don't plan on leaving anytime soon. BUT this is by far the worst job for anybody to have. Duluth ga ttech is a mess. I don't know how the other states are. This is the most disfucntional private prison you could imagine . And I'm a TL and prison ward at the same time. On one hand, the inmates are running the prison. Agent can pretty much do whatever they want, come to work when ever they want, and talk to team leads however they want. Anyone can be hired off the streets, and it's almost impossible to get fired. "No attrition is good attrition". We as TLs are suppose to threaten them with final warnings all day, but then give them unlimited extended final warnings so that we never actually fire anybody. We are suppose to make them feel bad about pretty much everything but so it in a way that gets buy . It's like a pimp telling you that you ain't nothin, and then telling you , You know I love you right. Or I do this because I care about you. The agents should leave but they also have figured out that , they ain't gonna get fired, and if they do , they already have another job lined up because that's what they been doing all those days they didn't come to work. Interviewing. And while it's true that this job starts at 19 per hour at a call center, it's really not good money in Atlanta. So the agents don't care cause it's not enough money to out up with the B's, but enough that they will stay until they are ready to jump ship. Pl
Customer Service Representative | Remote | 15 avr. 2020
The SBA program was a hot messss! LAY OFFS
Ladies and gentleman grab your popcorn. You are now about to taken through the HORRENDOUS AND GRUESOME experience of what and how Ttec treated their workers on the SBA project work at home which lasted 2 WEEKS
1. They notified 1,500 people through their emails on a Saturday Night that they had no other day to interview but on a SUNDAY AFTERNOON.
2. "TRAINING" started MONDAY and it was only 1 DAY.
3. MONDAY was filled with so much confusion, agony & chaos. One of the "trainers" had a very nasty attitude. She was from the brick and mortar part of Ttec. It was very obvious she got on by who she knew, because the criteria couldn't been due to her skill sets, character or hard-work. She treated the 40+ people in the zoom class like children. The other trainer was nice, but the other one was a very poor selection.
4. All "TRAINING" consist of was a manual PDF guide of getting a username and password of the client's phone system. After that everything really went down hill. We downloaded more PDF guides of the SBA scripts and information. We took a "test call" just to see if our headset was working AND THAT WAS IT! WE WENT STRAIGHT TO CALLS.
5. WE HAD NO LUNCH BREAK. THAT IS ILLEGAL.THIS WHY THEY STAY BEING SUED. WHEN LUNCH WAS BEING MENTIONED, THEY IGNORED THE QUESTION. OUR TRAINING STARTED AT 12:00 PM EST TO 8:30 PM. WE took one break at 2:00 pm and after that, they kept putting us in all these different zoom rooms with different trainers/facilitators who didn'
It's my thought that working as a customer service rep at TeleTech is not a bad job- not at all. The pay is good, benefits are great, and as customer service, you're helping anyone your client provides for. As far as I'm concerned, that's great.
But while the job itself is fine and good, the environment around it is stifling and high-strung. While the center I worked at has changed it's performance guidelines, for the 8 months I worked at TeleTech all agents were held to extremely strict metrics of customer satisfaction and call time. Although you were not necessarily fired if you were in a lower bracket as far as I know, bonus and promotion opportunities were all but gated off except to those that were in the first or second quartiles of performance.
The amount of time you were expected in a single call was ludicrous at just under 300 seconds. While this goal is suitable for people asking just for a simple account check up or change, calls can regularly tip over that 5 minute limit if they have more than one concern or their account is compromised. As someone who got a large volume of these types of calls, my call times were regularly into the 400s. Additionally, the calls themselves were very rarely hospitable.
That would be fine for me; I was not very interested in the extra bonuses if I couldn't get my call time down, because what was important to me was that I assisted each customer to the best of my ability. However, the entire company structure is based around your
Points positifsPaid training, frequent promotion oppotunities, great pay
Points négatifsHigh call volume, extreme focus on bonus metrics, occasional lack of knowledge for roamers
Customer Service Representative | Remote | 27 sept. 2019
Worse company that I have ever worked for
Where do I start?
The management in this company for one is nonexistent. You basically have people who are not on one accord whatsoever. Everyone pretty much has the CYOA method and nobody really is there to help each other. When coming to supervisors or leads about anything, they seem like they don't want to be bothered or have a "no can do" attitude which makes anyone on the lower level feel intimidated and that they don't have a say in any matters concerning their employment.
Training is basically a lot of information thrown at you. You must hope that you learn enough to apply it to real-life situations. The trainers are pretty much the same way with the supervisors, they have absolutely no idea what they are doing and lack any form of ethics or respect towards their coworkers.
Working environment. Being that I was a work at home employee, I still felt the childishness and disorganization within this company even at a distance. No one was on one accord. Systems constantly failing, software crashing, not being able to get into my computer environment because my software was faulty or some crazy work booth issue. It just a recipe for disaster and there's nothing worse than for somebody to blame you and accuse you of being late when obviously it was something out of your control which is their glitchy system causing you to be late. Always technical issues almost daily and instead of fixing the issue, they would much rather instead blame you because well they can
Points positifsThe option to work remotely
Points négatifsDisorganized, low pay, immature leadership, no job security, so many negatives I could go on for days
Typical day was taking inbound calls from customers in order to troubleshoot and resolve problems for a telecommunications company, which I found very rewarding and challenging. However, we were expected to resolve these issues within 7 minutes, which could explain why loads of the cases I worked with had been escalated and passed around for days at a time without a resolution. I didn't always stick to that 7 minute rule because as a consumer, I always tried to treat my customers the way I would want to be treated. This did not help me as far as quality assurance went. haha However, I loved the magic that I did (being respectful, courteous, ignoring insults and threats) that even the most difficult customers were no longer difficult by the time I got through with them.
I was shocked when I finally began taking calls how little 4 weeks of training really helped with what I needed to do in order to help resolve customer issues. I was lost, and it seems that Teletech not only expects, but accepts this. If during training we were able to constantly do simulated calls, learning how to resolve them, instead of just the very basic skills, and practicing, practicing, practicing how to find what we needed on the various screens, rather than focusing on a "fun" environment and literally playing "games" that had little to do with our essential job functions that we would need, I really believe that we could have had some well-trained agents before we even hit the floor.
It seemed to m
Points positifschallenging, pay, benefits
Points négatifstraining, shift changes constantly, teletech holdings, inc.
Easy to work for, but low pay and high maintenance cost.
Typically, I would get up, get showered and dressed, and head straight for my computer to log in. Logging into the job varied from project to project.
I learned alot about troubleshooting with people over the phone and how to communicate with them effectively. I also learned how to document tickets efficiently and quickly to ensure repeat technical issues could be solved efficiently.
Management wasn't bad, but it was as expected with human nature, I had "eh" managers, but for the most part I actually had pretty decent managers who knew the situation. We were a team and in constant communication due to us working from home, and the management had to account for that(they to worked from home).
I had friendly co-workers as well, I suppose I was lucky to have some good ones.
The hardest part of the job was the maintenance issue. Technical support was something we also had to contact regularly and they were very sub-par. They'd blame the router/modem regularly and there was an endlessly growing list of "don't use this piece of equipment". If your modem or router was on that list, you had to buy a new one even if it costed 100-200 dollars and they also would not troubleshoot your problem. EVEN IF YOUR PROBLEM CLEARLY HAS NOTHING TO DO WITH YOUR EQUIPMENT AND WAS SOLVED BEFORE IN A COMPLETELY DIFFERENT MANNER.
This, combined with the low pay, ensured I had no choice but to leave, even if I was otherwise able to do the job. I simply could not afford to work for
Points positifsEasy to work for due to the job being from home. No gas costs.
Points négatifsMay lay off and then rehire at lower wages, Expensive and unrealistic tech specification demands combined with former.
Decent place to work if you are just looking for a paycheck and want to deal with a lot of hassle and stress.
The company itself is OK at best. Training however is horrible, for my particular project there was 3 weeks of training which included 1 whole week of learning about TeleTech itself (which was a complete waste of time but at least you get 1 weeks pay for basically learning nothing) and then 2 weeks of "learning" about how to do the actual job that I and my training class was hired for. We had one time where we were able to "Y-Cord" with another experienced representative for about 30 minutes. The representatives we were "Y-Cording" with were navigating around the system so fast that we really learned nothing. During training there was no actual hands on training about how to use the system that we were going to use. Only training about how to use something called "IOP" which really was never of any help even though we were essentially required to use "IOP" on every call. Supervisors don't really ever want to help they just say "just call help line". There were maybe 1 or 2 supervisors that were actually willing to help. You get transferred from team to team without any notice. You get MTO (mandatory time off) and are sent home 20 minutes after you arrive for your shift. The pay was decent but not nearly enough for the stress that you have to deal with. To be honest I would rather be unemployed than work 1 more day at TeleTech. Training 3 weeks does not help at all. They are more concerned with pleasing the "client" than pleasing their employees. You get written up for getting
Points positifsholiday pay
Points négatifshmm basically everything
Questions et réponses au sujet de l'entreprise TTEC
Quels sont les horaires de travail chez TTEC?
Posée le 27 mars 2017
Overnight hours. 7 days a week
Réponse du 22 avr. 2019
Réponse du 31 oct. 2018
Quelles sont les étapes du processus de recrutement chez TTEC?
Posée le 13 mars 2017
They e-mail you wanting a hangouts video call, with no time. I asked to set up a time and got a "sure" emailed back to me. And waited over 30 minutes for them to actually get on with the interview. Most unorganized interview I've ever had.
Réponse du 20 mai 2019
It was very comfortable and relaxing not alot to think about
Réponse du 13 juill. 2018
Comment décririez-vous l’ambiance de travail chez TTEC?
Posée le 28 févr. 2017
It has multi culture and friendly environment.
Réponse du 9 avr. 2019
As indicated the camaraderie between staff made it oK
Réponse du 9 déc. 2018
Une vérification des antécédents criminels est-elle nécessaire chez TTEC?
Posée le 28 févr. 2017
Yes they do require a background check
Réponse du 23 janv. 2019
They will contact you previous company and ask information about you.
Réponse du 6 avr. 2018
Les horaires sont-ils fixes ou plutôt flexibles chez TTEC?
Posée le 27 sept. 2018
Hours are set but sometimes they allow people to take movements in cases of emergencies or health issues.
Réponse du 3 févr. 2020
Don't even bother looking for set hours. It's in the interest of company to schedule you any time they wish. Should you bring it up, they push the clause in the sign contract that should you refuse to work the hours, it's grounds for dissmissal.