Hamilton Relay, Inc. – Albany, GA +2 locations
As an Entry Level Captioning Assistant, you will be responsible for providing live telephone captioning for our customer's telephone conversations… CareerBuilder
Hamilton Relay – Pittsfield, MA
This position is responsible for relaying text telephone and voice telephone calls to and from the speech and hearing impaired. All calls must be… CareerBuilder
- Comp & Benefits
- Work/Life Balance
- Senior Management
- Culture & Values
- Career Opportunities
I have been working at Hamilton Relay full-time (less than an year)Pros
-First off management wants everyone to succeed. They only promote from within, and you can apply to any of their facilities.
-Trainers, coaches, and management (support staff) do everything they can to help you.
-The atmosphere is supportive. If you allow it to be.
-You are rewarded for your "hard work" via applying for levels every quarter. To get levels you have to have good attendance, high call participation (not being late from breaks, away from your station screwing around etc), and have low errors. If you meet the requirements you can get $1.00/hour bonus, but you can loose it if you fall below the requirements.
-You get free healthcare if you are a full-time employee, you get PTO, dental, vision, and stock options.
-You get a $20/week bonus for just showing up on time, clocking in on time, and not leaving early. If you do that every week for a month you get another $100 bonus. Yes that's being handed another $180/month!Cons
- Speaking of that bonus for attendance. Most people don't get it because they cannot be bothered to do so. They leave early, come in late, or just don't show up.
- This place is disgusting (at least the Louisiana office is). The janitorial staff that shows up every day just vacuums, cleans the bathrooms, and dumps the trash. The tile floors, tables and chairs are always filthy. More often than not the bathrooms do not have paper-towels or soap. There is dust on everything! The keyboards are full of hair, finger nails, skin from picked nails, eyelashes, food, dead skin, etc. On top of that the fridge says it is cleaned out daily, but the slime-mold says otherwise.
- Roaches. 'Nuff said.
- The employee's are the dredges of society. They don't bathe, they dress like slobs, act like they are entitled, wipe their snot and boogers on the cubicle walls, destroy the chairs, desks, cubicles, keyboards, and computers. They steal food, and other items. They are loud, rude, and obnoxious. Many of them leave food in the fridge and freezer to rot. There are only a handful of decent people working here on the floor.
- There aren't enough trainers to train employees. Many times people flunk out of training or quit within the first month because they didn't get the help they needed in training.
- The support staff is understaffed. If you're on the floor and you call for a supervisor it can take up to 15 minutes for them to show up because there is usually only one person. Yet employee's will go into Aux mode just to chat with the supervisor and make them even further behind. Most of the time they don't even get breaks or lunch b/c they are so understaffed.
- Pay is horrible! I cannot stress this enough. Considering the fact that we (CA's and TRS) handle bank account numbers, routing numbers, PIN numbers, passwords, alarm codes, corporate privileged information, social security numbers, etc. You would think we would get paid better. NOPE! Raises aren't even guaranteed. TRS is only $8.50/hour and CA is only $9.50/hour. The rates should be at least $14-15 an hour or $15-16 an hour given the fact that the employee's have to live off government benefits (which HR openly admits that all employees are either on SNAP, SSI, medicaid, or some other form of federal support for money, food, and insurance since they refuse to pay a livable wage.
- (From what i have been told)Upper-management makes bank, mid level managers make around 40-50k, trainers make somewhere around 30k, but the spanish speaking (bi-lingual) CA's make around 35-40k.
- turnover rate is >70% despite the fact that it's almost impossible to get fired for handling calls incorrectly.Advice to ManagementAdvice
- First and foremost restructure the company. Pay the employee's more. With more money you can expect a higher quality of employee rather than employee's coming to work drunk, stoned, and bringing their baby daddy drama into work. Doing so would allow you to stop wasting so much money on training new employee's constantly. You would be able to keep the ones you have, and replace the ones that do not work appropriately with more adequate teammates.
- Promote the people that have the qualifications for the positions first and foremost, or the people that deserve it based off their hard work and exemplary performance.
- This being said typing 68 WPM with no errors isn't difficult, but it's understandable. Speaking 130 WPM is sub par given the average speaking rate for Americans is 150 WPM. It's no wonder the company has the problems it does. Stop letting employees fail deliberately because they don't care. If they cannot pass their CATS or their monthly CATS twice or are failing their monitors on a constant basis they need to go. No more coddling them just because you can't get people in the door. (see first suggestion about pay - problem solved) You get what you pay for.
- Use more Trainers or TA's in training. With a class of 14 there should be at least 1 trainer and 2 TA's. That way everyone get's the help they need. if they need more or less let the trainer decide that to adjust accordingly. However, no less than a Trainer and TA in the room at a time to ensure proper training and adequate attention.
- No less than two supervisors on the floor at a time. As it stands the Supervisors, TA's, and Lead CA's cannot do their monitors as they should be, and rarely have time to take their breaks or eat dinner. On top of that it takes them around 17 minutes to respond to a supervisor request or a CTO. I have yet to work a day where the Supervisor has actually gotten all of their work done and taken at least two breaks due to being understaffed and CA's distracting them.
- Have the janitorial staff actually clean the building from top to bottom. Have the IT guy actually clean out the computers and keyboards once a month(at least).
- The more you invest into good workers the more they will do for the company. The more it pays off.Doesn't RecommendNeutral Outlook