Deluxe Corporation

  www.deluxe.com
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158 Employee Reviews (View Most Recent)

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  • Culture & Values
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  • Senior Management
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2 people found this helpful  

Overall a good job experience' challenging, good benefits, great work schedule, disappointing wages. Good management.

Customer Service Representative (Current Employee) Colorado Springs, CO

ProsI work for the Deluxe Corporations personal checks division, aka Checks Unlimited, Direct Checks and more currently listed with the BBB as "Direct To Consumer". This division of Deluxe gives you the opportunity (in Colorado Springs only) to provide customer service to existing and potential customers in a call center environment which is very well managed. You can expect to be treated with respect and well-trained. The main focus of the "phone rep" position is the selling of the company's personal and/or business checks along with other products and services.
The management is intelligent, college-educated, professional, friendly, and very helpful to call center phone reps. The company promotes and enforces it's policy of respect for everyone,
professional behavior, encouragement and motivation without intimidation or bullying.
The management routinely shows appreciation of the efforts and hard work of the call center
reps by celebrating with free meals, small gifts, summertime barbeques, potlucks and
other nice ways to say "thank you for all your hard work". They seem to understand and
sometimes say that our jobs(phone reps) are not easy. Though a structured environment
with a lot of micro-management, it's nice that I can wear very casual clothes, even shorts and
flip flops, and hats!. They still have restrictions on some types of clothing. They don't care if you have tattoos, nose rings, purple hair, they still will hire you if they believe you have the potential
to do a good job and are suited for the call center environment. This company really promotes
and respects it's diverse culture and EOE policy that does not allow discrimination of
sexual orientation, age, handicap, religion, etc. People of all ages from 18 to perhaps 70! work
here and everyone is respectful of their peers. One can even get medical coverage for a
same-sex domestic partner. This is a great company to work for if you are not "conventional"
don't like wearing business suits, and like your flip-flops year round, but....you can handle
the discipline and hard work it takes to succeed in a micro-managed call center.
Another major pro is the fact that this company does not force customer service reps to
work shifts or days they don't want or forced rotating shifts. Employees have opportunities
to "shift-bid" when it is offered if they want to change their work schedule. There is rarely overtime
required and when it is, it's usually for one extra hour on the regular shift.

ConsThe "phone rep" position can be very stressful because there is a lot of pressure to sell and one must not only meet minimum requirements that involve many stats such as revenue-per-order, talk-time average, conversion (requiring minimum 80%. That means that ideally it is expected that at least 8 out of every 10 calls result in a sale), and constantly strive for better results as the company is routinely raising the expectations for revenue and job performance. They have a strict attendance policy and breaks are too short and infrequent. Meal time; only 30 minutes giving virtually no time for a walk or exercise. This is a "desk job" where one must tolerate a sedentary physical position except for standing. It's very hard to obtain promotions to higher grade levels so one can get a raise and bigger monthly bonuses. Some will disagree, but it has been my observation over the years that no more than 25 - 30% of all the people who have worked here in the last 7-9 years have been promoted to at least one higher grade level and that does not even give the phone rep a 80 cent hourly raise.This company has a history of a high turn-over because so many employees burn-out quickly or get too stressed with the restrictive structure of call center phone work as well as the difficulty with achieving grade level promotions and sales bonuses. Some employees just discover that they are not cut-out to be salespeople. The management routinely monitors phone calls for compliance. You either pass or fail. One must follow closely a scripted presentation which is somewhat too wordy and achieve 90% scores on 2-3 audits per year. The work can be tedious and too routine. Selling can be very challenging. The company demands a lot for what they give in hourly pay and bonuses. One must work extremely hard for a promotion and hope they are lucky too. The limitations on increases in hourly pay and monthly bonuses regardless of the amount of time one works and number of points one earns per sale can become discouraging and weaken one's motivation to work hard in this position. To avoid termination, most phone reps will exceed minimum requirements, but resent the lack of
monetary reward.

Advice to Senior ManagementI believe it's time to restructure the monthly incentive payouts and give your phone reps a better and more motivated reason to strive to be your best employees ever. You should value your long-term dedicated employees with bigger pay increases and automatic promotions. You
should offer your new employees a higher starting pay and motivate them to continue their
employment with you as so many leave before one year or even sometimes <six months. Promotions should be easier to achieve as well as bonuses. This is what really drives a sales rep the raise the bar and beat the record again. A sales rep looks forward to the bonus or commission. This job is very demanding and requires a high level of accuracy and superb customer service focus and skill. It can take several years to master the skills you require and want every new rep to "aspire"...to. I have been with CU long enough to see that we have the best customer service reps than ever before now, but you need to consider what they need to really motivate to the highest level of performance , more now then ever....and it's getting a lot harder to keep that car running and food in the fridge. The reps appreciate the "Thank You" and free meals and treats, but money is the biggest driving force to get people to pull out of 3rd gear and into 1st gear and keep us on the highway to profits. Phone reps need to wake up each day knowing there
a reality to those bonuses and pay raises. Thank you if you took time to read this.

Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    2 people found this helpful  

    It's not like working for NEBS

    Anonymous Employee (Current Employee) Groton, MA

    I have been working at Deluxe Corporation full-time for more than 10 years

    Pros: Close to home, decent hours Cons: Gift cards are part of my hourly wages - $5,… Advice to Senior Management: Figure out a way to pay your employees what they… No, I would not recommend this company to a friend More

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    8 people found this helpful  

    What did I get myself into by working for this company?

    Senior Online Analyst (Current Employee) Shoreview, MN

    I have been working at Deluxe Corporation full-time for less than a year

    Pros: - Colleagues genuinely care about their work - Caring and satisfying… Cons: Rather than buyer beware...future applicant beware as they sell you a story about working for the company that isn't true. Instead you soon realize: -… Advice to Senior Management: Need to find strong leaders to set directions and start… No, I would not recommend this company to a friend More

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