Company in Decline - Cast Member - Part Time Frax Employee Review

Frax started out as a well-managed, intentional, and focused company. As many outdated reviews here mention, Frax was very friendly, welcoming, and capable. This has changed completely. The company grew too quickly for what it could handle. Flooded with new agency after new agency, agents' work ballooned while wages stayed stagnant. With these new agencies came layers of complexity that leadership was unable to coordinate and train for. What resulted was poor service, a destruction of morale, and company ownership flailing to sign more agencies to make up for the inundation of company's firing Frax for its poor performance. This, of course, exacerbated the issue even further. Today's Frax is unable to fulfill its most basic objectives. It was not unusual for the company to miss the majority of calls it received, leaving hundreds of calls per day unanswered and never returned. Frax went to great effort to hide this reality from its customer agecies. It was the duty of night shift leadership to doctor call logs to hide the errors committed by Frax. When agency management would inevitably notice these failures the issues were always dismissed as being rare events caused by short staffing or unexpectedly high volume. The case was that agents simply weren't taking the calls - either overwhelmed by volume, untrained to do the work, or defeated by the company's dire morale. This inability to perform caused hundreds of vital calls to be missed every day. Those who received care from agencies would have their needs go completely unnoticed. Urgent calls from caregivers needing a shift covered would go unheard for hours, only noticed when a clock-in did not occur. It was always my greatest fear that Frax's failure to answer its calls would cause bodily harm to the innocent people who had no idea their in-home care agency outsourced its phones to Frax. Training at Frax Outsourcing was the company's greatest failure. Hundreds of agents began work at Frax during my tenure only to quit in their first few weeks. Almost none stayed for greater than six months, the majority quitting during training or within their first few days on the call floor. As many reviews here indicate - they were simply not prepared in any practical way to handle the volume of calls or complexity of policies. No training was ever provided on privacy laws and they were routinely violated. On that note, Frax grants its hundreds of very short-term employees unfettered access to sensitive private information. Frax agents are given access to social security numbers, birth dates, addresses, and phone numbers of thousands of agency care recipients, caregivers, and office staff. When unscrupulous agents took advantage of this and committed fraudulent activity, Frax did not divulge it to the agencies it affected, fearing the company would lose business. While Frax did not notify local authorities, it changed no policies. My time at Frax ended when, at the beginning of the pandemic, leadership mocked and derided those who were disinfecting shared keyboards and desks. During this time Frax implemented an assigned seating chart, forcing agents within arm's-reach of one another. Frax was simply unconcerned with the safety of its employees or callers. It is company so disorganized it is dangerous to all of those involved with it.