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1 person found this helpful  

Let's Be Honest; it's a business not a daycare - if you're not an adult about actually working, don't apply.

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Current Employee - Team Leader  in  La Crosse, WI
Current Employee - Team Leader in La Crosse, WI

I have been working at APAC Customer Services full-time for more than 3 years

Pros

flexible scheduling w/in reason, base pay for starting out higher than minimum wage - also currently starts out higher with customer service experience, possible to earn more per hour with performance bonuses. gives people who would normally not be hired by other companies a shot, 2+ month training program involving classroom & on the phone training, great people to work with, 4-6 months of the year will have unlimited over-time opportunities, accrue PTO as you work. quarterly awards for performance, attendance, & demonstration of company values, yearly performance based raises. opportunity for advancement is actually rather high compared to other established call centers - you just have to exhibit leadership mentality - meaning don't dis the company that signs your paychecks, comply with requests by management without whining - it's encouraged to speak to your supervisor regarding the business decisions so you understand & they can see that you're a team player.

Cons

high-level off site management team disconnected from the "real" work the employees do, which makes their requests for additional tasks added in unrealistic & unhealthy to employee morale & physical/mental states. on site management staff understands the job, but has to put the additional pressure to complete more tasks, increase performance & attendance as instructed by the off-site, which causes them to be labelled as the 'bad guys'.
b/c it's a business that's year round, you will work some holidays, and depending on the time of the year & center-wide attendance, you may not be able to take as much time off as you'd like approved. getting a schedule change request put thru depends on the needs of the center - if they need more night reps, your request to change to a 5am-130pm schedule will be denied.- if they need more support on saturdays, your request to have frid-saturdays off will be denied. you will work at least one day of the weekend, and setting up a schedule that gets you 2 days off in a row may be hard unless you're a student/part-time employee.
recruiters tout the monthly performance bonus, but don't put the reality into it causing employee disatisfaction - it is not hard to get the bonus, if you show up to work, have a good attitude, and work hard to take care of the customers - if you don't show up, you don't get surveys, if you don't get surveys, then if you can't make one of them happy, it hurts your scores worse - if the recruiting dept would actually mention HOW to get the performance bonus & keep it (showing up & actually doing your job), then the employees would have more realistic expectations of how to get it & keep it, causing less frustration when/if it does get lost.
sometimes, it is about who you know, or so it seems - in the past it's been known that management recommends for promotions based on what they know of a person, not necessarily of their performance - i've seen reps be recommended for training and leaderhsip work even though their comprehension level of material was low, their survey scores were not awesome, and they regularly took unscheduled breaks, convinced their team leaders to code them off the phones just because, & practised call avoidance- just because they were friends with the management. usually clearer heads prevailed, or they were given the chance & failed abysmally - but the fact remained that letting that person try & fail was inefficient & wasteful of company resources & time.
many long time employees foster attitudes of negativity & have many derogatory things to say about the company, the client, and the management - this is a danger to many veteran call center employees & destroys their chances for advancement...which they then complain & whine about b/c they don't get promoted when someone who's been there less than a year has. people don't seem to realize that just because you've done your position for 3-4 years, that doesn't necessarily mean you will make a good leader...not everyone is a good leader, and sometimes, that truth is not explained to people.
team leaders are overworked, they try their hardest, but employees who do not seem to want to actually do their job of taking ownership of the calls & using the large amount of online informational resources, take up even more of a team lead's time, causing them to be few & far between when you really need one.

Advice to ManagementAdvice

set real expectations for hiring, pay more & get more quality people, enforce the attendance policy rather than letting it slide.

Recommends
Positive Outlook
No opinion of CEO

Other Reviews for APAC Customer Services

  1. 1 person found this helpful  

    Run Fast, Run Far

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

    I worked at APAC Customer Services full-time for more than a year

    Pros

    Pros to this job are really none, although it does pay some minor bills, if you live at home with your parents who pay for virtually everything.

    Cons

    Lots!
    No Work/life Balance- they say they care but they do not.
    Uninspired Managers and training. They hire in masses and then fire in masses... They have a huge turn over rate due to poor training, poor benefits, and poor pay.
    Its a cattle call for customer service, you sit in a small two by two desk in row after row of cubicles, calls go to the first available agent and so if you sit at the beginning of a row you may take 100 calls a day while the person next to you takes 50. That is if you are lucky enough to get a desk. Breaks are iffy, lunches are as well, and by God don't ever go to the bathroom outside of that or you will be written up.
    Unprofessional H.R. people, they have got to get it together!
    They make you all these "fun" promises and then in the end crap out of them, and you are supposed to be grateful and kiss butt because you have a job.
    Work place drama is at an all time high, lots of cattiness, lots of back stabbing, and playing of favorites.

    That's not even hinting on the crappy calls you take from outraged customers who don't understand you hands are really truly due to corporate policies.

    Advice to ManagementAdvice

    Pay is a joke, instead of paying managers, and oms big money, start with the CSRs which are the bread and butter of the company. Clean house on hr as well. And maybe get some more inspiring decor, and stop packing people in like sardines.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  2. 1 person found this helpful  

    Apac has no opportunities

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Prior Authorzation Representative  in  Corpus Christi, TX
    Current Employee - Prior Authorzation Representative in Corpus Christi, TX

    I have been working at APAC Customer Services full-time for more than a year

    Pros

    Overtime available, schedule, people are fairly pleasant

    Cons

    Pay, policies always changing, bonus structure always changing , boring woek

    Advice to ManagementAdvice

    Treat and pay employees better base on the work they do

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
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