Stream Global Services

  www.stream.com
  www.stream.com

Stream Global Services Reviews in Tampa, FL

Updated August 4, 2014
Updated August 4, 2014
402 Reviews
2.7
402 Reviews
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Stream Global Services Chairman & CEO Kathryn Marinello
Kathryn Marinello
155 Ratings

Review Highlights

Pros
  • Overall Stream stands out as a better than average call center company (in 19 reviews)

  • Once you are past the entry level stuff (in 12 reviews)


Cons
  • it was way better as just stream i think, but it is a call center (in 20 reviews)

  • There are no raises just a bonus that less than 5% of employees ever reach (in 13 reviews)

More Highlights

28 Employee Reviews Back to all reviews

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  1.  

    nothing but good things. staff works with you to help you advance

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Support Professional in Tampa, FL
    Current Employee - Customer Support Professional in Tampa, FL

    I have been working at Stream Global Services full-time (more than an year)

    Pros

    work with your schedule especially while in school, lots of room for advancement

    Cons

    training needs to be more hands on

    Recommends
    Positive Outlook
    Approves of CEO
  2. 1 person found this helpful  

    Marginal experience, marginal work place, invisible merger to convergys - Dell ProSupport.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Dell ProSupport in Tampa, FL
    Former Employee - Dell ProSupport in Tampa, FL

    I worked at Stream Global Services full-time (less than an year)

    Pros

    Easy entry. Need a job paying $12/hr? Just submit an application and they will call.
    Show up and you're okay.
    Last 6 months you can get moved around. If you're a bit ambitious it can be as little as 4 - 6 weeks.
    After 90 days you're considered a full "Dell" Prosupport Agent and can act in the role as one for everything.
    Can get off work easily, everyone hates it so they don't really pressure you to stay or guilt trip you in.

    Cons

    Low pay for work performed - Dell.
    *REAL* Dell Agents start at $15/hr for L1 - Prosupport is L2 which in TS and TX campus pay is minimum at $18/hr.
    Paychecks are handed out on Monday.
    Network Downtime is HUGE. Annoying, can't do any "work" - if the network goes down when you're on the phone - it's not fun to have to tell a client/customer to call back or that you would call them back. It is not on Dell's end - it is on Stream/Convergys end. 95% up time usually - horrible.

    **Micromanaging by Moderators. ** Moderators are entry level management, literally middle - middle manager. Their main role is to make sure people (Internal Agents) don't commit fraud over providing service to the customer, then cost reduction, then agent education.

    They try to force a "25" minute average time, if you go over they'll pester you every few minutes asking what's up. This is because they bill Dell .80 cents a minute, which is capped at 25 minutes - after that Stream/Convergys takes the bill. For the other metrics, they also receive quarter bonuses (not you, the employee, the employer - the company - stream/convergys) if they meet or excel in other metrics - customer satisfaction (CSAT), RDR - Return Dispatch Rate / if the issue was properly diagnosed, or not, - email bounce back, etc.

    Horrible corporate "fun" days such as work in Pajamas (backfired horribly for the other call queues)
    Generic environment. No one is happy to be there. Grilled cheese tax day and etc. I guess you can say HR tries, but it is a hollow gesture.

    Smokers unite, if you smoke you hang out in the front and make friends w/ management easiest this way.
    Managers/Team Leads/Moderators don't know your name unless you pop up on their watch list for poor customer reviews, poor customer service, not showing up, late or such- if you perform your metrics right they won't even say hello.

    Advice to ManagementAdvice

    Don't hire people that don't know how to turn on a computer.
    Make the interview quiz much more complex, having people in the training class that don't know troubleshooting 101 is a pain for the whole class.
    Make checks available Friday, not Monday.

    If this was a telecommute job, it wouldn't be as horrible.
    It won't happen with this job though, PCI compliance and Cust privacy..

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  3.  

    Professional Advancement

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support Professional I in Tampa, FL
    Former Employee - Technical Support Professional I in Tampa, FL

    I worked at Stream Global Services full-time (more than an year)

    Pros

    Afforded professional advancement which is based on metrics and performance. Stream holds employee retention as a key. Initial training programs, refresher, and formal advanced topic training is exemplary.

    Cons

    As Stream is a BPO, the environment is very fluid as Stream's customers needs change. Some individuals could be encouraged to recognize the team environment.

    Advice to ManagementAdvice

    Tuition or industry certification reimbursement would be beneficial.

    Recommends
    Positive Outlook
    Approves of CEO
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  5.  

    A Place to start

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

    I have been working at Stream Global Services full-time (more than 3 years)

    Pros

    Learn a lot about structure, training is excellent, ability to move from department to department.

    Cons

    Metrics change like gas prices. No clear direction. Management and support staff are short handed. Like most call centers, as they are not owned by the company, the drive the center has to get the job done is not the same as per say the "customer".

    Advice to ManagementAdvice

    Give clear coaching, help the reps get direction.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  6. 1 person found this helpful  

    Stay away

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Enterprise Support in Tampa, FL
    Current Employee - Enterprise Support in Tampa, FL

    I have been working at Stream Global Services full-time (more than 3 years)

    Pros

    Can't think of any..Maybe the fact that I got to talk to multiple people on the phone and kind of got a little better at communication level.

    Cons

    No recognition. You can have a knowledge, you stats could be up to the roof, but if you're not buddies with TMs you will not get promoted (for a ridiculous 1-2 dollars an hour raise). You can't do things your own way, even if they are more effective and bring better customer experience - you must follow strict procedures - basically be a script monkey.

    Advice to ManagementAdvice

    Review the skills of your chosen Team Leaders as they often know much less than an average front line agents. Create better opportunities for people with skills and certifications. Just because most of them work for 12 bucks an our doesn't mean they don't know anything - some are just forced to get an immediate employment, some are first time comers to USA and simply discriminated and the only place they can get a first job is with Stream - because Stream hires EVERYBODY - which I guess can be placed in a "pros" section and cons at the same time. Create growth opportunities, into internal IT department. Raise the salary for managers.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7.  

    Poor Team Chemistry Among Management

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Manager in Tampa, FL
    Former Employee - Manager in Tampa, FL

    I worked at Stream Global Services full-time (more than an year)

    Pros

    Laid back work environment. Learning experience for the real world/

    Cons

    No sign of company improvement

    Advice to ManagementAdvice

    Take time to really look at where the company stands and if you truly want to improve it's overall structure.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  8.  

    A revolving door...avoid unless desperate

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Tech Support in Tampa, FL
    Current Employee - Tech Support in Tampa, FL

    I have been working at Stream Global Services full-time (less than an year)

    Pros

    They constantly need to hire so chances are if you have a pulse and need to work you will get hired.

    Cons

    No holiday pay for 90 days (first job in 40 years that did that), Health insurance for two takes 1/3 of your take home pay. You get points for attendance like most call centers but this one doesn't wrap your points if your really sick and out more than one day. There are no raises just a bonus that less than 5% of employees ever reach.

    Once you open a case for support you own it regardless of who talks to them and how bad they screw up in the future. You ask them to respond to your email and allow you to call them back for more trouble shooting, but people being like they are just call back and speak to the next available tech.

    Customers get a survey and if they are upset with one of the additional agents that worked with them and you own the case you get the bad review. Get a few bad customer surveys and you will get fired.

    You carry on average of 35-40 cases at a time and they expect you to work them between inbound calls. Problem is there isn't any time between calls so you end up working your cases off the clock before your shift and during your lunch break.

    The pay is rock bottom for a tech support rep that is expected to know hardware, software, virus removal, file corruption, work station etc.

    Advice to ManagementAdvice

    Not worth the time

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  9.  

    Fun environment, but not a career.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Team Manager in Tampa, FL
    Former Employee - Team Manager in Tampa, FL

    I worked at Stream Global Services full-time (more than an year)

    Pros

    - Upper Management are very personable and a blast to work for.
    - Environment is fun during both production and down time.
    - Agent advancement opportunity in abundance.

    Cons

    - Advancement opportunity is limited once at the management level.
    - Pay is very low and annual raise is less than .03% for highest performer based on corporate mandates.
    - Schedules are far from ideal, with both nights and weekends on the table.

    Advice to ManagementAdvice

    None, management is great and any shortcomings are due to corporate mandates.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  10. 1 person found this helpful  

    STAY FAR AWAY

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Help Desk Support in Tampa, FL
    Current Employee - Help Desk Support in Tampa, FL

    I have been working at Stream Global Services full-time (more than 5 years)

    Pros

    NONE...PAYCHECK..THE LITTLE THAT IT IS

    Cons

    The human mind can only imagine some of the physiological mind control games in which they play with their employees in order to keep them in the dark, and behind the curve of their practices ...if you have any self worth stay far away

    Advice to ManagementAdvice

    They would never listen anyway.....

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  11.  

    Workstation customer service tech

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Workstation Customer Service Tech in Tampa, FL
    Former Employee - Workstation Customer Service Tech in Tampa, FL

    I worked at Stream Global Services full-time (less than an year)

    Pros

    Good training and good employment benefits and services. Decent entry level pay.

    Cons

    Hi stress job. Could not keep up with the demands placed on me as a entry level employee.

    Advice to ManagementAdvice

    Verify the standard and make sure that all employees are complying. Night time crew did things faster then daytime because they where using cut and past instead of looking up each new troubleshooting and getting a valid new number for each work order.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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