Vangent Reviews

Pros

good balance between work and life

Cons

lack of opportunities in career advancement

Advice to Senior Management

2 performance review a year and link employee's performance to salary increase

Pros

Helping customers could be very rewarding.

Cons

Too many chiefs. Disorganization. Not recognizing strengths in some valuable emplyees. Regarding promotions there was a perception that the process was not always fair. Perception becomes everything.

Advice to Senior Management

Extend the same courtesies to employees you'd expect for yourselves and customers. Hire professionals and then expect them to behave professionally.

Pros

The atmosphere was comfortable with people from all types of backgrounds. I enjoyed the weekly meetings which allowed for feedback and updates about new information on the plans and coverage and scripts that were added. I also enjoyed the point system where I could take some half days off or whole days as needed as long as I had the points. Opportunity for overtimes during enrollment season was great! Pearson had just gotten the contract when I started working there, so it may be different now. I would work for them again if I were still in the same state.

Cons

It could be clique-ish but for the most part lots of colleagues were friendly and really you just go and get your job done and that's it at the end of the day.

Advice to Senior Management

Management was approachable about any issues and I felt like issues were handled quickly and without hassle.

Pros

Good salary, they overpay in hopes people will stay, they liked to dangle the "we're going public, so you;ll make lots of money", but took away bonuses one year to "prepare for going public", which never happened

Cons

Numerous examples of questionable behavior, incompetent management, no respect for employees, senior leadership in it for themselves with stock options that nobody else gets, no recognition of talent, bizarre policies that punish managers and workers alike with unpaid time off, senior management that knows how to suck up to the customer, but fails to deliver at every opportunity, I could go on, but I only have limited space.....

Advice to Senior Management

Please take your golden parachutes and leave, I am embarrassed to have Vangent on my resume, I am sorry for the company that bought you, but I am sure you made your millions, so good riddance

Pros

I love what I do, helping our seniors and those on Medicare is very rewarding.
Vangent has some thing in the right prospective, Vacation, Benifets, 401K etc
The people I work with are WONDERFUL, not a lot of the "Office Gossip on One Another" You have you normal trouble makers(Brown Nosers) but overall we care about one another.
The Pay is something I cant complain about $13.37 an hour after 3years.

Cons

You do NOT get a pay raise for getting up trained as a Claims Rep unless you become a Tier II.
With the New Secure Floor Policy it as if we are treated like High School " Now children make sure you go to your lockers before you hit the production floor we don’t want you writing on the walls" (Sorry be a little sarcastic) Vangent will tell you "Congratulations we are the Number 1 site 2 years running, and give you a Candy Bar as a Thank You." No Bonuses- No Incentive- No Up Training-
Things get blamed on BCC (Beneficiary Contact Center) if rules change, or if they know it will cause a lot of concern with employees.
We have to go through a "Shift Bid" every year (Just changed was ever 6 months) and if your so called Score Card is not 95%-100% you can rest assure that you are working a shift that is nearly impossible for you and your family. I feel for those single mothers, and or people who have children in daycare because unless you have a Medical condition or are friends with someone in a higher position you will have to quit your Job or figure it out.

One Last concern,
Why do they imply an Average Handle Time (AHT) we as CSR'S are dealing with elderly and those on disability? (The current contract pays Vangent for each call and each CSR sitting in their seats taking calls)
 Keep in mind if you Score Card is not "Exceeding Expectations" you are not only at risk to receive a horrible shift around the time "Shift Bid" rolls around but you can also be put on a Success plan or further more Terminated for not Exceeding their requirements."
Example -
Let’s say you are a Gen Med CSR you AHT is Above 6Min.25sec you will received a 3(Meeting Expectations) and let’s say your Quality is (5-Exceeding) then Compliance is a 3 (Meeting Expectations) for (90%-this means you are on the phone taking calls when WFM tell you too)
On the overall Score Card that CSR would only get 85%-90% on the final score. This CSR could be place on an Improvment plan for his/her AHT. This is Rediculious!

Advice to Senior Management

I am sure Management hears the concerns of employees on a daily basis, but it is ultimately up to the Managers to take it to the Next step. Please be advised I am aware that Managers hands are tied when it comes to certain things. But at least TRY to get us some resolution, and not be afraid to take it to the next level.
Mac Curtis should be more involved with his CSR'S

Pros

Nice people, pleasant work environment

Cons

The strategic direction is unclear

Advice to Senior Management

More transparency

Pros

To get experience you can use with a company that “Values Each Other” (aka the committed employees) more than “Being Profitable”.

Cons

The pay is well below industry standards and they will do anything to inconvenience the employees if it will fit into business needs. Positions are eliminated and all the work is just dumped on another person which impedes people from doing the job they are poorly paid to accomplish. I have seen Supervisors calling job applicant!

Advice to Senior Management

Quit adding tasks to people’s job duties which will impede them from doing the job you hired them for. Decisions seem to be made at the top with no regard to the people if affects.

Pros

Easy Job, good for the entry level job

Cons

They will not increase the pay

Advice to Senior Management

good business

Pros

Vangent is an easy place to work, benefits are ok and pay is high compared to area call centers. Develops activities to boost employee morale.

Cons

The downside is Management. At the Chester site there is lack of communication by upper management, and company policy changes are routine. They work with you to a certain extent when it comes to work and life balance. Cons of working at Vangent are a reflection of management decision. The job is not bad its just the organization.

Advice to Senior Management

Learn to communicate with supervisors to assure that they understand information provided to them so they can forward the correct information to the team. All supervisor need to work on one accord to learn policies and procedures.

Pros

decent system of performance bonuses
policy change updates
corporate culture
in-house training
reference publications
onsite tech support
onsite tech maintenance
outplacement program

Cons

no health insurance
no 401(k) program
some illogical rules of keying
inconsistencies in security policies
(some overdone w/ some problems overlooked)

Advice to Senior Management

Invite feedback on how security can be improved.
Don't destroy employees' phones from merely entering premises w/ them before getting near sensitive data.