![]() I had an awful teacher who did nothing but slack off. The first 2 weeks of what they call "Academy" you are hit with absolutely nothing useful when it comes to actually doing your job. To sum it up, you are given 15 days of “training” before they force you into taking calls all by yourself. It sounds great working from home and working with Apple products, but it quickly became too much to take. I brought our struggles to the department manager and she spoke of adding help to this. ![]() I was working from 7 in the morning until 10 or 11 at night on a regular basis. After 6 months at the position the department had grown and eventually there were more than 30 accounts. Me and him were good friends on the job even though he often self admittedly did not pull his weight. The company seemed to shy from reprimanding him due to possible backlash of discrimination accusations. He had a different sexual orientation and seemed to get away with doing less and it seemed that this may have been due to this lifestyle choice. Routinely that co-worker did not assist and I was left managing the 17 accounts and growing while he struggled to keep up with 1. This worker had been with company for 10 years and managed only 1 account. My team consisted of me and another worker who assisted part time. At that point the department was struggling to keep up with the 17 accounts and was always extremely behind. He only managed one account with another vendor management system. I started managing the program with 17 accounts. When starting I took over for someone who had more than 7 years experience. I was hired in directly after just 3 months on the contract. I had just a little experience with Vendor management systems at just over half of a year but management had a lot of faith in me. I was hired in as a business administrator for a Vendor Management System as a contractor on a 1 year contract. The customer satisfaction goal set is very unrealistic and it is everything at Kellyconnect. Not only do we get a zero, we get coached on that call and blamed for it. A lot of the times the customer is not satisfied because of hold time or policies that we have no control of and then we get a zero. This reflects poorly on you and destroys your pride too.Ĭustomer satisfaction surveys are the most important metric.Customers are also sent surveys and if they grade the call a neutral or dissatisfied, you get a zero. Your coworkers can also leave peer feedback on you and it does not matter if their allegations are legit. They grade your calls as either a 0 or a 100 and it is easy to find a fault with your call so that means you rack up zeros. They have unrealistic expectations for us, especially for what you are paid. There are as many policies and procedures as a government job but you do not get the benefits, pay and the ability to move at the same pace as a government worker. Every second and action you take on the clock is micromanaged and criticized. What was new is the amount of micromanaging that occurs. Anyone that has worked a customer service job knows how nasty customers can be so that was not anything new. We then finished training, got on the phones and encountered a new reality. In training, everyone in my class was hyped up and excited to have this job. ![]() It is with great sadness that I write this review. ![]()
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