Stream Global Services

  www.stream.com
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Stream Global Services Reviews

Updated Jul 28, 2014
All Employees Current Employees Only

2.6 357 reviews

48% Approve of the CEO

Stream Global Services Chairman & CEO Kathryn Marinello

Kathryn Marinello

(141 ratings)

37% of employees recommend this company to a friend

Review Highlights

Pros
  • good environment to work and good people as well (in 10 reviews)

  • Casual environment along with some unique benefits at the call center (in 16 reviews)


Cons
  • No employee can manage a family or a life working at this call center (in 18 reviews)

  • There are no raises just a bonus that less than 5% of employees ever reach (in 13 reviews)

More Highlights
84 Employee Reviews Back to all reviews
Relevance Date Rating
in
    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

     

    Just okay.

    Anonymous Employee (Former Employee) Sergeant Bluff, IA

    ProsLiked the people, atmosphere was nice on the Xbox contract. Front line agents were hard working if you provided them the tools to be successful.

    ConsUnrealistic pay for hours contracts demanded, benefits were expensive, training for front line managers was poor, no investment in preparing front line managers.

    Advice to Senior ManagementStep up the pay scale and training your assets in your management team with the skills they need to succeed.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • No Opinion of CEO

     

    Cool place to work

    Anonymous Employee (Current Employee)

    Prosnice co-workers
    nice managers
    decent work schedules if your stats are good.

    Conslack of bonus
    lack of pay increasements

    Advice to Senior Managementgive more pay incentives like other call centers

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

     

    OK no longer there

    Customer Service Representative (Former Employee) Vermillion, SD

    ProsPros – If you apply yourself you can make a good wage and have a good overall workplace environment. I do feel that my upper management like my manager, and center manager care about me as a person, not just as a sales person.

    ConsThe countless reports have to stop. The iPad registers are fantastic, but its a tool, if you dont use it 90% of the time, I have a manager up my behind asking why. Its a tool to better server our customer, but you have us on such a short leash that if we dont use it we get in trouble, and for what? The only reason I see is to justify the amount of money you pad to apple to get the devices. The same goes for the Payment Kiosk, we cant take payments for customers at our station, why? When I'm in a customers account taking a payment it gives me the opportunity to add features, if they use the Kiosk I get no such chance, its a wasted opportunity, but hey you have to justify buying all those kiosks, or "tools" so we better have all our customers use that station. Next thing you know I'm going to have a report outlining why I use the orange highlighter more than the yellow, or a blue pen vs a black. All these reports justifying the purchase of tools to help me, just slow us down because we're all paranoid, if we've used the mobile opus enough or not.

    No, I would not recommend this company to a friend

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    Not a bad place to work, not great either.

    Anonymous Employee (Former Employee)

    ProsCasual dress and friendly atmosphere.

    ConsNot much as far as pay or a raise.

    Advice to Senior ManagementListen to your employees.

    • Culture & Values
    • Senior Management
    • Comp & Benefits
    • Career Opportunities

     

    Stream is a great beginner's job for experience

    Inbound Customer Service Representative (Former Employee) Eagan, MN

    ProsStream was a plus for those without experience and the pay is great if you're used to smaller salaries

    ConsStream wasnt very flexible with schedules and didnt take personal emergencies into consideration

    No, I would not recommend this company to a friend – I'm optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

     

    Marginal experience, marginal work place, invisible merger to convergys - Dell ProSupport.

    Dell ProSupport (Former Employee) Tampa, FL

    ProsEasy entry. Need a job paying $12/hr? Just submit an application and they will call.
    Show up and you're okay.
    Last 6 months you can get moved around. If you're a bit ambitious it can be as little as 4 - 6 weeks.
    After 90 days you're considered a full "Dell" Prosupport Agent and can act in the role as one for everything.
    Can get off work easily, everyone hates it so they don't really pressure you to stay or guilt trip you in.

    ConsLow pay for work performed - Dell.
    *REAL* Dell Agents start at $15/hr for L1 - Prosupport is L2 which in TS and TX campus pay is minimum at $18/hr.
    Paychecks are handed out on Monday.
    Network Downtime is HUGE. Annoying, can't do any "work" - if the network goes down when you're on the phone - it's not fun to have to tell a client/customer to call back or that you would call them back. It is not on Dell's end - it is on Stream/Convergys end. 95% up time usually - horrible.

    **Micromanaging by Moderators. ** Moderators are entry level management, literally middle - middle manager. Their main role is to make sure people (Internal Agents) don't commit fraud over providing service to the customer, then cost reduction, then agent education.

    They try to force a "25" minute average time, if you go over they'll pester you every few minutes asking what's up. This is because they bill Dell .80 cents a minute, which is capped at 25 minutes - after that Stream/Convergys takes the bill. For the other metrics, they also receive quarter bonuses (not you, the employee, the employer - the company - stream/convergys) if they meet or excel in other metrics - customer satisfaction (CSAT), RDR - Return Dispatch Rate / if the issue was properly diagnosed, or not, - email bounce back, etc.

    Horrible corporate "fun" days such as work in Pajamas (backfired horribly for the other call queues)
    Generic environment. No one is happy to be there. Grilled cheese tax day and etc. I guess you can say HR tries, but it is a hollow gesture.

    Smokers unite, if you smoke you hang out in the front and make friends w/ management easiest this way.
    Managers/Team Leads/Moderators don't know your name unless you pop up on their watch list for poor customer reviews, poor customer service, not showing up, late or such- if you perform your metrics right they won't even say hello.

    Advice to Senior ManagementDon't hire people that don't know how to turn on a computer.
    Make the interview quiz much more complex, having people in the training class that don't know troubleshooting 101 is a pain for the whole class.
    Make checks available Friday, not Monday.

    If this was a telecommute job, it wouldn't be as horrible.
    It won't happen with this job though, PCI compliance and Cust privacy..

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

     

    Many Many Calls

    Customer Service Representative (Current Employee) Belleville, IL

    Prosgreat starting pay and training

    Consshort breaks, too many calls during the day

    Advice to Senior Managementeven the call distribution among employees

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    1 person found this helpful  

    Unexpected

    Vice President (Former Employee) Wellesley, MA

    Prosgood people; committed; nice physical atmosphere; flexible work-place; telecommuting

    Conspoor leadership; poorly articulated direction; reluctance to invest in systems or people

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    1 person found this helpful  

    Good company for those needing something to do out of high school

    Customer Support Professional (Current Employee) Wilsonville, OR

    ProsManagement structure is very sound...
    Flexible with schedule if you talk to Team Manager beforehand and attendance policy is actually pretty relaxed

    ConsPay is mediocre
    It's not a job that has a future, but a placeholder job while looking elsewhere for employment

    No, I would not recommend this company to a friend – I'm optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

     

    The customer is usually right. The client wants you profit off the customer's ignorance.

    Video Game Console Tech Support Professional (Current Employee) Wilsonville, OR

    ProsRoom to advance. Managers that began as agents. Forward thinking employers. Mostly professional behavior.

    ConsClient polices will make you short-hand your customers, and you're forced to comply. NDA enforcement is at a level of absurdity, and inconsistent between clients within the same building.

    Advice to Senior Management"Make Good" policies should be more flexible when the customer is blatantly taken advantage of.

    No, I would not recommend this company to a friend

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