Stream Global Services Reviews in Tampa, FL
good environment to work and good people as well(in 10 reviews)
Casual environment along with some unique benefits at the call center(in 16 reviews)
No employee can manage a family or a life working at this call center(in 18 reviews)
There are no raises just a bonus that less than 5% of employees ever reach(in 13 reviews)
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 Senior Management – 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..
No, I would not recommend this company to a friend
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 Senior Management – Tuition or industry certification reimbursement would be beneficial.
Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company
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 Senior Management – Give clear coaching, help the reps get direction.
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 Senior Management – 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.
Pros – Laid back work environment. Learning experience for the real world/
Cons – No sign of company improvement
Advice to Senior Management – Take time to really look at where the company stands and if you truly want to improve it's overall structure.
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 Senior Management – Not worth the time
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 Senior Management – None, management is great and any shortcomings are due to corporate mandates.
1 person found this helpful
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 Senior Management – They would never listen anyway.....
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 Senior Management – 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.
No, I would not recommend this company to a friend
1 person found this helpful
Pros – Stream trains you well.
Most of the managers are very helpful and not condescending or hard to deal with. If you have a problem customer, help is available.
As long as you follow what they tell you and say and do what you're supposed to, the job is not difficult. It beats manual labor.
Most of the coworkers are pleasant to be around; you'll have some laughs.
Food vendors and a market are available if you need something to eat, large refrigerators and microwaves are there if you bring your own. Ping-Pong and pool tables and computers for internet are provided.
Cons – Stream is big on outward appearance. They have special events, serve food, play music, hold prize drawings, etc. But the structure is failing.
They may promise you a pay raise, but you won't get it. In fact, if they decide to lower the rate offered to new hires, they'll lower your wage to match.
They promote those who know less than the people on the front lines.
They'll make you sit with less than two feet between you and the next person, with virtually nothing to block sound, so you have trouble hearing your customer.
And if you are unlucky, you might get a micro-manager who will make you crazy.
Your "career" here will be one of two things: a peon or a report monkey. No in-between.
Advice to Senior Management – Stop pretending to value those on the front line. Show the proper respect. Treat them so well that you'll be shocked if they leave. Having most people stay for a career would benefit you and your clients.