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January 2, 2020
- Pay is decent, especially considering the lack of jobs currently available paying more than minimum wage. - Benefits are amazing. - A few great fellow staff members who will go out of their way to help you when the people who should help you don't. - Flexibility to work from home if you last past the 6 month probationary period. - Most of the customers are great and easy to work with. - Relaxed dress code.
- The company loves to claim they aren't like other call centres and other big companies but they are quickly headed in that direction (which I get, but stop proclaiming you're different when you are exactly the same). - Definite preference given to Toronto office (not that what's happening in Toronto should change, but Niagara should receive more/similar). - SO MANY double standards within the company. - Managers don't really know what it is Advisors do so whenever they try to help or guide or criticize, they can vaguely only say 'do better' (which is entirely unhelpful, then you are considered the problem when you don't do better because they told you to do better). - Help can be difficult to receive, especially in a timely manner, even when you are expected to ask for help (whether no one responds, someone responds but doesn't answer any of your questions, or five people respond all giving you very different answers when there should only be one option). - Customer service is considered the top priority (and it clearly was for such a long time) but there is becoming a much stronger focus on numbers (which I get) that often means that customer service is becoming more and more an after thought (though Ting's customer service is still strong, it is definitely headed downwards in priorities). - It can be exceedingly isolating when everyone else seems to have time to chat but your every breath is monitored and criticized so you don't have time to talk to anyone around you, let alone get to know them. - Training is so short for the amount of information to learn and completely insufficient that new hires are basically set up to fail (and from what I've seen, almost no one hired in the past year has lasted past their probationary period). - There is basically no training (since there's not enough time for it) for how to be successful in the role (i.e. they say that they don't want any templates for emails but in order to get your emails done quick enough you need your own templates and macros). - In fact, very little is shared on how the Advisor will be evaluated and what is expected of the Advisor and their work. - Basically no role in the company seems to know exactly what the other roles do, so communication is limited and actual empathy (not just empathetic words) is practically nonexistent (e.g. I have no idea what it is the managers do most of the time but it seems like they get paid to spend their time doing arts and crafts, making pancakes, chat with other managers about their personal lives, taking many personal calls, and monitor Advisors closely without having the faintest clue whether the Advisors are actually doing things correctly, since they don't know the job or any of the knowledge). - New hires are monitored quite closely (as they should be for training purposes) but if the new hire is at all considered insufficient then that monitoring quickly changes from for training purposes to hindering (it is difficult to work properly when someone is watching your every gd breath) and babysitting (despite a company mantra of 'You are an adult so we treat you like an adult,' your every second is recorded and watched like a hawk and which is beyond stressful and can greatly impair work and any improvements). - Little also seems to be done when an employee is harassed by another employee (and then management wonders why so many people work from home and hate coming into the office). - Superiors within the company (especially at the top of the customer service end) genuinely have no idea what it is like to work as an Advisor and what the role is actually like, so when they make and change the rules for the role and how the role is evaluated, it is rather detached from the role itself. - If you struggle in the role (which everyone I spoke to who was hired within the past year has been majorly struggling in the role and most have quit) and try to be open with superiors within the company about how you are struggling then you are immediately shut down and greeted with "don't make excuses." Honestly, I could continue but I am exhausted just from thinking about everything I have listed so far.
Advice to Management
In your own words: do better. Training needs to be more extensive (and not within the same amount of time - that is too much information in too short of a time to retain everything, especially with the increase focus on hiring people with the customer service know-how rather than the tech know-how). Make sure new hires actually know what is expected of them and how they can be successful in the role BEFORE starting on the floor. Too much is currently being left for them to figure it out themselves and then you keep wondering why so many are failing. Allow trainees to actually see how a few different agents approach calls and emails so they can see a variety of what is working for others so that they can better figure out what will work for them because there isn't time for most of the trail and error (which can take months, if not longer, to work through until they find what actually works for them if they have to come up with it all on their own). If new hires are starting on the floor during a busy time, maybe allow then some leeway time between calls (maybe in No Ready for Calls) for a few weeks so that they don't become completely overwhelmed and burnout right away. Myself and other new hires I spoke too were ALWAYS struggling and felt like we were completely drowning and the only real response we got from our superiors was "don't make excuses" and 'do better'.
I have no idea what it is the managers do most of the time but it seems like they get paid to spend their time doing arts and crafts, making pancakes, chat with other managers about their personal lives, taking many personal calls, and monitor Advisors closely without having the faintest clue whether the Advisors are actually doing things correctly, since they don't know the job or any of the knowledge).
January 2, 2020
1 English question out of 1