Mission: At teleNetwork, we strive every hour of every day to assist our clients and their customers. We exist to make their experience using technology as pleasant and trouble free as possible. We are committed to providing our employees with a friendly and comfortable work ...
teleNetwork is the leader in providing contact center and business process outsourcing services to companies who want to create a differentiated customer experience. We set out each day to identify ways to improve the experience for our clients by developing and executing highly successful customer service strategies. We serve companies in many industries including telecommunications, mobility, cloud, electronic government, eCommerce, software, retail and video. Our partners have been recognized for the unique and innovative ways that they deliver service to their customers leading to a number of industry awards and consistent brand recognition.
Our mission is simple – create customer experiences that lead to better relationships. We believe that putting the customer first and always being accountable is how you gain trust and loyalty. No scripts, no robots, just answers from courteous and knowledgeable professionals who have your customer’s best interest in mind. Partner with teleNetwork and improve your customer experience.
CultureWe have a vibrant culture of diverse, youthful, and innovative call center professionals whose mission is to put a smile on the face of your customers. Because we have both in-house and work-at-home teams, we interact online using live chat, social media, video conferencing and collaboration tools and even offline in group lounges. This culture of online professionals are 100% focused on providing care and support for our customers products and services.
PhilosophyOur corporate philosophy is that life should be balanced with work and play. We strive to create a relaxed and fun environment, while maintaining a high level of professionalism. We also sponsor employee events such as BBQ’s, picnics, crawfish boils and multiple employee holiday parties. If you are scheduled to work during the holidays we treat our employees to lunches and dinners to bring a sense of holiday spirit to the workplace.
Our employees participate in local charitable events in the communities we live in. We’re committed to developing relationships with organizations that help feed the poor, fight disease and help local youth. We’re excited to announce that we will be participating in the America’s Best Communities competition, a $10 million initiative to revitalize small towns and cities across the country.
We’ve recently partnered with Frontier Communications, Dish Network and the Weather Channel for this initiative. As part of the competition’s Adopt-A-Community Program, we will be partnering with Greencastle, IN to help them build a comprehensive plan to achieve economic growth. We’ll serve as their strategic mentor, forging partnerships with local leaders to provide guidance, advice and support to help stimulate revitalization. Below we have listed some of the organizations and charitable events that we have participated in in our local communities.
I have been working at teleNetwork full-time (More than a year)
WAH can be nice for many. Open door policy, you're able to talk to executives, recruiters, admins, etc., via the chat application they use. The tools they use provide you with plenty of information granted you know how to use them correctly, which shouldn't be expected right off the bat because they are old, arbitrary, and aren't idiot-proof. If you're good with sales, you can make a great bonus off of selling products to customers. There a lot of great L2's that work for TNI that can guide you in the right direction on the fly during calls, granted they respond in a manner that isn't going to wreck your call times. TNI is a great place to work as long as you know what you're getting yourself into. Most of the bad experiences that you'll run into at teleNetwork is not a indicator of teleNetwork as a employer, rather a indicator of the clients(contracts) teleNetwork has. Once you get into the rhythm of things, not a difficult job whatsoever.
The highest level you'll reach from working from home is TL/L2. TL's make a salary, L2's make roughly $12 an hour, and L1's make $10/hr. You're expected to be a salesman without any real training on sales. Depending on your TL, you'll have tremendous pressure to pitch sales even where not appropriate. Hours get cut back at the worst possible time; November and December. teleNetworks main contract(contract that you're 95% sure to get if you apply around the time of this review and are a WAH agent) has shady dealings at best. You're expected to directly lie to customers who live in areas that are being oversold, and expected to make sales to the very same customers using, again, shady at best tactics. The ones recognition you get is when you make sales, not that you should be praised for a job that you're being paid to do, but I find it ludicrous to only praise those workers who sell products to customers whose services aren't even working properly. That being said, sales aren't a thing specific to teleNetwork, but anyone wanting to apply for a TSR position at TNI should be aware that one of the core metrics you're being judged on a daily basis is weather or not you're making sales. Training doesn't prepare you to use the wide array of tools that(at least the contract I'm assigned to) employs. You're expected to figure out many new things on the fly. WAH isn't for everyone, it can be stressful and doesn't offer the same satisfaction as a regular 9-5 job. As with any call center job, you're going to be cursed at, yelled at, and expected to instantly fix problems that you have no control over. teleNetwork offers little to no understanding or sympathy for their WAH agents who run into problems that are inherent of WAH-type positions that rely on residential internet connections and interrupt-able power. That being said, I understand that the employee should be responsible for maintaining their side of things, however, some understanding would be nice.
Advice to Management
Offer incentives to those that are doing the job they applied for correctly, a technical service rep, not a salesman.
I applied online. The process took a week. I interviewed at teleNetwork.
For a remote agent, they add you on Skype, call you at a specific time, and interview you for around 30 minutes, at some point, they view your desktop to verify that you have the needed internet speed and antivirus software.
Let us know if we're missing any workplace or industry recognition –