There are newer employer reviews for ACD Direct

Helpful (1)

Anything but a professional environment

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Former Employee - Call Center Operator in Layton, UT
Former Employee - Call Center Operator in Layton, UT

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

Recommends
Negative Outlook
Recommends
Negative Outlook

Pros

work from home, choice of scheduling

Cons

Low per minute pay, very inconsistent call volume, unreliable and inconsistent information from management regarding policy, poor method of training and coaching, low skilled supervisors, frequent stress due to upset and/or obnoxious callers(there are many)

Advice to Management

Establish and maintain clear and consistent rules, policies. Less refereeing and cheerleading from the ivory tower and more hands on training for new hires

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  1. Helpful (1)

    Good for making a few extra bucks, if you stay home, but you have to work a lot to make a little!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Independent Contractor in Layton, UT
    Former Employee - Independent Contractor in Layton, UT

    I worked at ACD Direct part-time (more than a year)

    Doesn't Recommend
    Neutral Outlook
    Doesn't Recommend
    Neutral Outlook

    Pros

    Most callers are pleasant. No direct sales and little up selling.

    Cons

    The threatening attitude of staff is demeaning. Staff is constantly threatening employees with "Errors," reducing your pay per minute of talk time and even termination.
    You make next to nothing. Even during drive months. You really have to work very long hours to get a decent paycheck. Needed to make some money while staying home with kids, so I worked for a couple years at the "Top" per minute rate for an agent and still it was very rare to make even minimum wage.

    Advice to Management

    Hire less agents and pay them more. To get quality people that you can retain. Perhaps give the option of working for an hourly wage instead of per talk minute.

  2. Salary is Horrible

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Contractor - Customer Services in Atlanta, GA
    Current Contractor - Customer Services in Atlanta, GA

    I have been working at ACD Direct as a contractor (less than a year)

    Doesn't Recommend
    Neutral Outlook
    Doesn't Recommend
    Neutral Outlook

    Pros

    Very easy calls, most callers are very friendly, no merchandise to sell and excellent scheduling software.

    Cons

    No money, no money, no money.
    Hired an independent contractor
    Contract periods are for 3 months
    Paid twice a month, ranges from 25 cents to 35 per minute of talk time.
    Knowledge base is difficult to access and may not contain up to date information
    Minimum shift requirements changes every contract period
    Salary is very inconsistent, may earn less than $3/hr for several months.

    Advice to Management

    Increase the salaries to paid per hour in addition to paid per call time. Stop reducing salaries for errors made during calls and replace with live coaching calls.

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