Epiq Systems, Inc. – Beaverton, OR
This position ensures consistently superior client service standards in all Corporate Service client… Glassdoor
Epiq Systems, Inc. – Portland, OR
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- Comp & Benefits
- Work/Life Balance
- Senior Management
- Culture & Values
- Career Opportunities
I worked at EPIQ Systems full-time (more than an year)Pros
Free TriMet passes. Free coffee and tea. Good pay for entry-level work.Cons
The contact center is a dehumanizing experience. Agents are monitored at all times and are expected to follow guidelines that change by the hour, and then are often put on the spot or singled out in passive aggressive emails that go to everyone when they fail to follow the current time of day's new byzantine directive.
They tell new hires on day zero in the first few minutes of training that they are essentially disposable people that will almost certainly be churned, and to not try to take any initiative because management knows better. It becomes very apparent very quickly that management does not know better.
And you almost certainly will be churned, no doubt about it. They hire dozens of people for cases to take thousands of calls, and then cut them loose when the call volume dies. The only people who stick around after lay offs are the ones on friendly terms with management outside of work.
The information chain for cases is broken from the top down, and the entry level people pay the price for the mistakes made above their pay grade. Agents get vaguely written scripted lines to read to callers who most often wont understand fully unless they are paraphrased, which management tells you to avoid doing. Leads get to sift through their calls and explain to agents which email they didn't read correctly in the sea of ever-changing rule communique, and then grade them on it.
The time off policy is misleading. Management says the only time off that will ever count against you is time that you don't schedule ahead of time. People get sick, that's a life certainty. However, all the agents I've interacted with who did it by the book and requested future time off at regular intervals didn't last very long- even ones that had 'perfect' attendance in policy terms, and never called out sick ad-hoc.Doesn't RecommendNeutral OutlookNo opinion of CEO