Alpine Access

www.sykes.com
Employer Engaged

Alpine Access Reviews

Updated February 7, 2015
Updated February 7, 2015
336 Reviews
2.6
336 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
Alpine Access CEO Chuck Sykes
Chuck Sykes
10 Ratings

Review Highlights

Pros
  • The ability to work from home is the only reason I work for this client (in 213 reviews)

  • No commute, supportive team leads, lots of shifts to choose from, good coworkers, (in 31 reviews)


Cons
  • back to back calls and no paid time off (in 21 reviews)

  • If you have tech issues keep track of your time or you will not get paid for it (in 35 reviews)

More Highlights

Employee Reviews

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  1. 4 people found this helpful  

    Best Company I've ever worked for!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Technical Support Agent in Gastonia, NC
    Current Employee - Technical Support Agent in Gastonia, NC

    I have been working at Alpine Access part-time (more than a year)

    Pros

    Alpine Access (Sykes Home) puts their people first, they hire great supervisors and they want to keep good employees supported, well-trained and happy.

    The pros of my job are that I do not have to commute, I work great hours and I am well-paid. I find my work very rewarding, I provide tech support and am able to solve complex technical issues so that my callers can go back to work.

    Cons

    Call centers can be difficult to work in. Caller can be rough and uncompromising, the client's policies may not line up with what you feel is morally sound and the call volume for some clients can be very high. I have worked for two clients and one was very difficult with all the cons listed above but I transferred to another client and I love it. If you aren't' happy, you can transfer to another client within Sykes.

    Advice to ManagementAdvice

    I feel that the Management is one of the best parts of working for Alpine Access, they hire and promote from within and they choose their management not just based on knowledge and experience but based on people skills and compassion.

    Recommends
    Positive Outlook
    Approves of CEO
  2.  

    Great experience

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

    I worked at Alpine Access part-time (more than 3 years)

    Pros

    Work from home. Great support from team leads.

    Cons

    Back to back calls. Little pay. Tech issues.

    Advice to ManagementAdvice

    Pay increase.

    Recommends
    Positive Outlook
    Approves of CEO
  3.  

    Alpine Access

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

    I worked at Alpine Access (more than a year)

    Pros

    Working from home. Decent training, great communication between home agents and team leads. Good technology. They try hard to motivate employees by offering drawings and so forth for working holidays.

    Cons

    Minimal pay with no real path to better. No benefits. Substantial problems with communication within lower management- ie assistant team leads working help line would tell a rep to escalate a problem, then going to different assistant team leads to get the escalation approved they would refuse to approve the escalation and tell you to do something else- all this with a customer on the phone- very frustrating.

    Advice to ManagementAdvice

    Increasing your pay scale a bit would do wonders to make employees feel appreciated. An appreciated employee will almost always exceed what's expected of them.

  4. Is this helpful? The community relies on everyone sharing – Add Anonymous Review


  5.  

    Top management doesn't appreciate the employees. No benefit for being long term employee.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Care Professional
    Current Employee - Customer Care Professional

    I have been working at Alpine Access full-time (more than 5 years)

    Pros

    Wonderful direct support and co-workers. Excellent training and no micro-management. Steady employment with possible OT available. A legitimate work at home company.

    Cons

    Hard to move to other programs; Pigeon-holed to where they want you. If you are lucky enough to get a team lead that cares about you its great but noone above them cares about you at all. The new "come to us if you have concerns or need support regarding your job department" is useless and insulting.

    Advice to ManagementAdvice

    Value your long term employees by giving them more shift flexibility, perfect attendance incentives and how about a token of appreciation once in a while. Even a $15 gift card for the holiday would have been nice.

    Recommends
    Negative Outlook
    Disapproves of CEO
  6. 1 person found this helpful  

    If I hadn't got a bi-weekly paycheck I would've said this place was a scam

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

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

    Pros

    Working from home, that's it. That's the ONLY pro with this place.

    Cons

    Very very low wages for what you are asked to do and put up with. I was on two programs over the course of 6-7 months before I finally resigned. This is the most unorganized company I have EVER worked for. The week that I resigned our group was changed to three different supervisors so I had no idea who to tell about my resignation. They didn't even know until a woman called to ask why I had not e-signed an important document that had come out that week. Training is an absolute joke and the first program didn't even train us on all the systems that was necessary to do your job. Was told that you'd learn once you started to use them. Not something you want to deal with if you have an irate customer on the phone.

    Team leads are on a constant power trip and you will be treated like a child regardless of how good or bad of a job you do.

    Tech issues, if you have them you won't get paid. I followed procedures and did what I needed to do complete with a tech support ticket number but was not paid for a complete days work even though it was their phone system that was not working.

    Everyone that I came in contact with seemed as if they were running a scam. Nobody seemed legit. It was all very shady and the only thing that was legit was the fact I got paid on time, every two weeks like I was supposed to. The hours I worked never matched what I truly worked but they did at least pay me something. If I had been there a day longer I was going to put in my account info into the client's database just to see if it pulled me up. It was really that shady of a company.

    Advice to ManagementAdvice

    You just need to close shop completely. It amazes me that companies such as Microsoft and AT&T allow you to service their customers this way.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7. 2 people found this helpful  

    Its what you make it.....

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Top Performer CCP
    Current Employee - Top Performer CCP

    I have been working at Alpine Access

    Pros

    You get paid to work from home in PJ's or whatever -
    You get a bonus check every 12 weeks -
    You get tons of flexibility -
    The money is here, if you stick around long enough to earn it - I make before taxes 1200.00-1500.00 every 2 weeks (ccp)

    Cons

    If you have the BKT Trait you will get far up the pole - BKT = Butt Kissing Trait -
    Some of the TL's would rather the hate or deny you than acknowledge you or they could be wrong -

    Advice to ManagementAdvice

    Know that brown nosing employees doesn't make the best leaders. Even though they're good with sucking up & saying yes to everything
    Performance Based incentives would prevent herding. You cant feed the sharks the same as the guppies -

    Recommends
    Positive Outlook
    Approves of CEO
  8. 2 people found this helpful  

    Good job to have!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - CCP in Denver, CO
    Current Employee - CCP in Denver, CO

    I have been working at Alpine Access full-time (more than a year)

    Pros

    I've been here over a year now full time. Working from home is awesome! No dealing with traffic and customers can't see the look on my face when they are being less than pleasant. I have 2 mute buttons (one on my headset and one on my phone) that I use when necessary to keep myself out of trouble. Love my team! Love my team lead! I've been on 2 different programs and both have been nice. If you don't like where you're at you can move to another program. Hours are reasonably flexible. PTO can be given as paid time off or a pay bonus. 401k contributions are always a plus. I've never had any pay issues or problems getting tech pay when there are legit tech issues that are coming from their systems. I have a ton of unpaid time off I can use when I need to not be at work or simply can't make it. With this type of work from home job, communication is very important. Anytime I have an issue, as long as I let someone know, it gets fixed. There are opportunities for advancement if you want them. There are monthly bonuses every month you meet the call time and other metrics. There is often overtime available. When I'm off shift nobody bothers me so I can truly be away from work. There are pay bumps when you've worked X number of hours. I don't have to wait around for the next shift to come in and relieve me from duty, which is a major plus for me. My training was great! I definitely felt prepared when I started taking calls that first day. Some days aren't very busy and there is a lot of time to do whatever between calls as long as you can still hear when a call comes in. Other days, it's busier with little down time. For the most part, the people I have worked with seem to love what we do and genuinely care about everyone's success. There are plenty of ways to submit ideas and problems to the company, to the client, and to your immediate supervisor. There are always positive things happening here. When a change turns out to be not such a good idea, they listen to us and fix it! Essentially, if you do what you're supposed to do you won't have any problems. With what I take home in pay, I'm able to pay my mortgage, my car payment, all my other bills, and still have enough left over for savings and a bit of fun! I really enjoy this job. I made significantly more with my previous job, but I am glad I traded the extra pay for the freedom, time, and lack of stress I get here. I would absolutely do it again. It would take a lot to get me to work somewhere else.

    Cons

    Back to back calls all day long are exhausting, but thankfully rare.
    Tech issues can be frustrating, but you still get paid as long as you follow procedure.
    There is a zero tolerance noise policy, so if a customer or supervisor hears people or pets or whatever while during your shift there is a good chance you will be seeking employment elsewhere.
    Starting costs, for me, were a bit high. With the background checks, fingerprinting, drug testing, phone/headset purchase, and getting actual phone service in my home, I almost didn't do it. I'm glad I did though.
    For me, the insurance options aren't what I need.

    Advice to ManagementAdvice

    Some of the ongoing tech issues definitely need to be cleared up. Beyond that, keep being awesome!

    Recommends
    Positive Outlook
  9.  

    Freedom

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Team Leader/Trainer in Denver, CO
    Former Employee - Team Leader/Trainer in Denver, CO

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

    Pros

    Being able to work from home and take care of family while making money.

    Cons

    Sometimes the hours or ability to effectively communicate with your boss is harder.

    Advice to ManagementAdvice

    n/a

    Recommends
    Positive Outlook
  10. 1 person found this helpful  

    Legitimate work from home

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Work At Home Customer Care Professional in Avondale, AZ
    Current Employee - Work At Home Customer Care Professional in Avondale, AZ

    I have been working at Alpine Access

    Pros

    Do not need to commute, less wardrobe expenses, save money for lunch and able to work independently

    Cons

    no health insurance, less flexibility, no holiday pay, low wages

    Advice to ManagementAdvice

    More perks to offset the low wages

    Recommends
    Negative Outlook
    No opinion of CEO
  11. 1 person found this helpful  

    Bon Ton Program - Does Not Care About Employees - Worked Like Plow Horses

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Care Professional in Denver, CO
    Current Employee - Customer Care Professional in Denver, CO

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

    Pros

    Flexible Hours - They allow you to swap hours with other employees to help alternate your schedule as needed.
    Coaches - The Coaches are the 'floor supervisors'... Most of them care about their team and want them to succeed.

    Cons

    Team Leader - Current Team Leader does not care about the employees and ignores everybody.
    Team Captain - Team Captain does not care about anybody and treats everybody like they are four and she is god.
    Customers are constantly yelling because Bon Ton offers these great deals but excludes EVERYTHING from them.
    Systems are constantly going down and take forever to be repaired.
    Pay is minimum wage, no PTO, no sick days, no vacation days, no holiday.

    Advice to ManagementAdvice

    I recommend that you hire some Team Leaders and Team Captains who actually care about your employees.

    I also recommend that you get a real IT person in the door to take a look at this cluster you have going on.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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