Aegis

www.aegiscomgroup.com
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Employee Reviews

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  1.  

    I really enjoyed my time providing customer service.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Killeen, TX
    Former Employee - Customer Service Representative in Killeen, TX

    I worked at Aegis full-time (more than 3 years)

    Pros

    Working at Aegis taught me how to work with clients and provide excellent customer service. Anything that I may have lacked in was retaught in training.

    Cons

    The con about the job was that they did not honor any excuse absents of sickness.

    Advice to ManagementAdvice

    What I would advise to management is to allow excuse absents to be approved because there are things that people cant stop in life from happening.

  2.  

    An ok job! Not one to build a career in.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Sales Agent in Killeen, TX
    Former Employee - Sales Agent in Killeen, TX

    I worked at Aegis full-time (more than a year)

    Pros

    I worked in four different campaigns (companies) while working with regions. I have acquired so much knowledge and am able to add each experience to my resume. I made a lot of friends which created a fun working environment for me and it definitely was an exciting place to work.

    Cons

    No raises. Can be very unorganized. Managers aren't well qualified, You get two 15 min breaks and a 30 min lunch each work day. Most campaigns require you to work weekends. Expensive and crappy benefits. No sales commission. It's hard to promote and the pay isn't worth all of the extra work.

    Advice to ManagementAdvice

    Set good examples for you team.

    Recommends
    Neutral Outlook
    Disapproves of CEO
  3.  

    average place to work at

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Software Engineer in Irving, TX
    Former Employee - Software Engineer in Irving, TX

    I worked at Aegis full-time (more than 3 years)

    Pros

    Small teams , so the team bonding is great

    Cons

    not much scope for growth

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
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  5.  

    Great experience that I will carry with me through my career path.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Agent in Fairmont, WV
    Former Employee - Agent in Fairmont, WV

    I worked at Aegis full-time (less than a year)

    Pros

    There are positions and work projects to suite employees of all preferences and personalities.

    Cons

    Strong multi tasking, and can be overwhelming at times.

    Recommends
    Positive Outlook
    No opinion of CEO
  6.  

    Good experience

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Aegis

    Pros

    The atmosphere of the company is great, enjoyed working there. Has lots of great people

    Cons

    Can be a little too traditional at times. Can make it difficult to move vertically

  7. 1 person found this helpful  

    hectic

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Sierra Vista, AZ
    Former Employee - Customer Service Representative in Sierra Vista, AZ

    I worked at Aegis full-time

    Pros

    if you like working with people, this will greatly satisfy you. If you can deal with constant calls and limited breaks between calls, then this is for you.

    Cons

    can't go to the bathroom often enough

    Advice to ManagementAdvice

    do your job and give employee some feedback. I never had an evaluation done by one supervisor and only two from another

    Recommends
    Positive Outlook
    No opinion of CEO
  8.  

    Opportunity to learn a new skill set, rewarding, but clouded by many unnecessary frustrating challenges in the process.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Telesales Insurance Agent in New York, NY
    Former Employee - Telesales Insurance Agent in New York, NY

    I worked at Aegis full-time (less than a year)

    Pros

    1) Sponsorship for NYS Accident &Health insurance training and license exam.

    2) Organized and efficient in getting all new hires through the pre licensing training course, registration for the New York State exam and documentation to become licensed in other states.

    3) Learn the Medicare Program and work with eligible consumers to help them make informed decisions about insurance plan options.

    4) Access to Sponsor‘s (United Healthcare) well organized, content and product knowledge reading materials, although a few were long and repetitive, they prepared you well for the many certification exams that had to be taken and passed.

    5) No time constraints on telephone calls so quality time could be spent addressing questions / concerns and educating consumers as needed.

    6) Knowledgeable supervisors and most were genuinely interested in helping, although at times there could have been more supervisors on duty.

    7) Full time 40 hours paid work week with prompt bi-weekly payment and payment choices.

    Cons

    One of the prior reviewers said it best: there need to be more hands on training with sites and programs that are used on a daily basis and less time covering materials (or classroom exercises) that add little to no value. But having said this, here are the main reasons why new trainees become highly frustrated at Aegis.

    Intertwined hurdles: Training Program, Technological Infrastructure and Production Floor

    Training Program:

    1) The training program is poorly designed and on top of that the trainers used are not professional trainers and have little to no experience in teaching and facilitation skills or training in adult education.

    2) The training production computer system (simulated model) is very unreliable as on any given day there are issues whereby some trainees have access to the system and others do not. As such valuable classroom time devoted to hands-on application, although not enough, and other learning objectives are often overshadowed by system problem issues / troubleshooting or other haphazard steps along the way.

    3) Adding to the mix is the absence of a written manual or training guidebook that trainees could refer to on how to do stuff (e.g., scenarios, samples, demonstrations, etc.) and navigate through the systems. In essence you have no fall back reference tool at your disposal to help clarify, reinforce and facilitate learning. As a result you enter the live production cycle (i.e., working with clients) marginally prepared. You cope by trying to remain courteous with callers, making acceptable excuses for delays, apologizing, engaging in small talk or putting callers on hold multiple times, keeping an eye on the clock, while you figure something out either on your own or with the help of a supervisor. Fortunately, it gets better over time but I am certain those earlier callers (i.e., the patient ones) did not plan to spend as much “unproductive time” on the phone as they did. Inadequate training takes its toll on callers and agents alike!

    Technological Infrastructure and Production Floor:

    1) Multiple non-integrated systems and distinct passwords to keep organized.

    2) In addition to an unreliable computer training system, how calls get routed into the Call Center is another wonder at Aegis. It’s frustrating that you get calls that drop and you are not permitted to call people back, especially when you’ve convinced the caller to act. But things that are equally frustrating are calls that are routed to the wrong area and calls that are not spread equitably among all employees. There seemed to be a disproportionate number of Customer Service type calls (which you deal with to the best of your abilities) coming into the Medicare Sales Division, as well as the use of some kind of preferential call routing system. Simply, there were many situations of “the same people getting the right kind of calls” repeatedly, resulting in sales, and other employees barely getting any calls or either getting predominantly Customer Service type calls or calls not even related to the Medicare Program.

    3) Purchasing a “low quality” headset from the company, when a similar quality headset could have been purchased at a local electronic store for much less money. (Note: it’s charged to you over two pay periods and you get to keep it at the end of the campaign.)

    4) Noisy production floor with poor noise absorption equipment/furniture making it very difficult and/or impossible to hear callers or having to apologize to callers asking about the noise in the background. It’s bad enough that you have to contend with a neighbor agent who speaks loudly on the phone for various reasons. But when groups of people, who are not on calls, pass time loudly talking and debating among themselves, the noise level can be deafening and is very distracting, especially if you are on a call. At times it seemed more like a neighborhood block party, even in the classroom during “quiet study times” on some occasions, than a professional work environment.

    Finally, here is another thing that you can expect as well:

    1) Lunch Break Stresses (30 Minutes). Not enough time to accomplish necessities such as a) waiting for slow elevators to go up and down; b) seeking food and/or running personal errands on the outside as needed; c) queuing up to use the tiny bathroom because only 2 of 3 cramped stalls are functioning most times; d) gobbling lunch down, time permitting, outside or while standing in the small, unappealing on-premise break room with limited seating capacity.

    Advice to ManagementAdvice

    1) The program is a good one and serves a vital economic purpose for many people and could be made better and less stressful by investing more into training and technological infrastructure and encouraging more professionalism in the work environment.

    2) Make use of professional trainers or train your staff to better prepare trainees for the production cycle with more hands on training with sites and programs that are used on a daily basis. This will help ensure confidence in knowing how to navigate through the system and place this knowledge on par with the sponsor’s written product knowledge component of the program. Further training enhancement could also be achieved by incorporating a period of time in the training program where new trainees shadow experienced agents (as there are many returning agents in each training cycle) for a few days. And if for whatever reasons you are unable to do the above, at the very least, there should be a written training manual / guidebook (uniformly presented) for trainees to refer to as needed to reinforce learning objectives. This would be helpful overall and especially in those situations where trainees may not have been able to engage in pre-production calls / exercises, or not enough of them, due to system issues and/or other matters. The strategic objective is to facilitate learning and build confidence prior to the production cycle, better ensuring a positive outcome for everyone!

    3) Get to the bottom of the call routing technological issues causing calls to be misdirected and/or un-equitably routed and make the job more productive for everyone. Supervisors should not have to spend time reprimanding employees on things beyond their control. (For example, lecturing people after every 5th call that does not result in a sale, when the prior 4 calls were all Customer Service type calls that should never have been routed to the area!)

    4) Yes, headsets are essential to the job but can they not be provided either at no charge or at a better price point, assuming that the objective of selling them is to ensure that everyone is set and ready to go with the same equipment? Based on volume purchase alone, I would think that Aegis would be in a position to negotiate a better unit price with its supplier and pass the savings on to employees.

    5) Consider extending the lunch break by 15 minutes to 45 minutes, this would help reduce some of the lunch break stresses regardless of cause and controlling factors.

    No opinion of CEO
  9.  

    A new experience

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Killeen, TX
    Former Employee - Customer Service Representative in Killeen, TX

    I worked at Aegis full-time (less than a year)

    Pros

    The incentives opportunity are great.

    Cons

    short campaign which leads to unexpected layoffs

    Advice to ManagementAdvice

    Taran Brown is on of the Best Supervisors there

    Recommends
    Neutral Outlook
    No opinion of CEO
  10.  

    Putting their time and money into the wrong things and people

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Killeen, TX
    Current Employee - Customer Service Representative in Killeen, TX

    I have been working at Aegis full-time (less than a year)

    Pros

    Cafeteria in the building
    Gas card gives discounts at the pump

    Cons

    9.00/hr across the board, no raises
    The wrong people in charge
    Constantly implementing changes, in the wrong direction

    Advice to ManagementAdvice

    Biggest flaw is the human resources department. They constantly hire new employees with VERY low standards leading to a very poor turnaround ratio. Most new hires do not make it through training and if they do, they don't make it past three months with the company. Stop investing time and money into people who won't make a difference in your company.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  11.  

    Aegis is ok project supervisor is incompetent

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Cant List Or I Will BE Fired If They Read This in Killeen, TX
    Current Employee - Cant List Or I Will BE Fired If They Read This in Killeen, TX

    I have been working at Aegis full-time (less than a year)

    Pros

    Cafeteria, gym, you can move up in the company provided you have a supervisor that is not afraid of the agents in the project. Have been treated fairly by all Aegis leadership and the co is way better then GC Services. From pep talk meetings to being able to talk to HR without fear of reprisal this is a great company to work for.

    Cons

    My supervisor seems to be afraid of confrontation. Will not name the project I work in but the agents talk on phones on the floor, watch hardcore porn and smoke weed on the weekends with the supervisor aware of it while doing nothing. At this point I think it has gone too far to even recover if the sup decided to actually do something. And the only person to blame for the project looking bad is the sup. Strong (emphasis on the word STRONG) leadership is needed and the privilege of listening to music while doing our job should be taken away immediately. Other projects do their jobs with out listening to music. If an agent has ear buds in they are on their phones. I have never worked for a less professional, has favorites on the project and ignores the rest supervisor. And I hope never to again. Currently looking for another job.

    Advice to ManagementAdvice

    Stand up to the agents - there are hundreds of people waiting for that agents job. If the company has rules follow them. Smoking weed on the job and watching porn and talking on cell phones on the floor are instant termination infractions according to the handbook. Maybe you should NOT have your favorites and instead actually read the handbook, stay in your office where we can talk to you if there is an issue or we need help and learn our jobs so you can help us when we need it. Don't be so fast to keep people in positions they are NOT qualified for and if the client wants to either move or remove completely an agent from the project follow through. What the client wants is what should be done. And do NOT toss anyone under the bus because you wanted to look good for the client like I was. You do not need to pretend to be our friend, we know you talk about us behind our back (it has gotten back to us) we need you to be our supervisor. You can be pleasant while standing firm and doing your job. In the survey below I was referencing my supervisor and the project I am working for.

    Doesn't Recommend
    Negative Outlook
    Approves of CEO

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