Netflix - The Truth About the Netflix Call Center..... :( | Glassdoor
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Helpful (13)

"The Truth About the Netflix Call Center..... :("

Star Star Star Star Star
  • Work/Life Balance
  • Career Opportunities
  • Comp & Benefits
  • Senior Management
Former Employee - Customer Service Representative in Hillsboro, OR
Former Employee - Customer Service Representative in Hillsboro, OR
Doesn't Recommend
Disapproves of CEO

Pros

-decent starting wage (assuming you make it out of training)
-inexpensive benefits and decent health care coverage
-for the most part, employees (CSR1) are really cool to work with
-sheltered smoking area
-Free Lunch (Mac and Cheese, Oatmeal, or Ramen)
-Unlimited coffee (caution... don't take a bathroom break!! You may get fired)
-Schedule choices offered after training (Choose Wisely)
-fairly decent training support for the first two weeks of employment (if you made it)

Cons

-Out of every 100 customers who you interact with by phone, you may only have 5-6 upset customers or you risk losing your job
-you are always tied to your desk by a phone cord
-The calls keep coming whether you want them to or not...
-There is no set concrete guidelines for evaluating personal performance. It is all subject to caller reviews (i.e. You're job may depend on somebody's bad day!!)
-After your initial training (assuming you made it) there is a real lack of support for training from the management team. You will only see your team manager during your last week of training and then your first reprimand and your last day. (Watch out for the RED PACKET!!!)
-Netflix is great at finding talented people to do the job, but they are HORRIBLE at retention. Do they have a quota for firing people???
-Whether you are a CSR, CSRII, Supervisor, Team Manager, or the Call Center Manager, you are never secure in this position. Do not count on it for long term stability/security in employment.

DISCLAIMER: I was not fired from my job... I quit, gave notice (albeit through the attendance line).. In all honesty, Netflix was a great transitional job for me. I needed quick money, and work and Netflix filled that vacancy. I was very happy with the people I worked with, as I made some really good friends while working there, and that is the only positive thing that came out of Netflix. I now shop the Redbox.

Advice to Management

Customer Service is not simply a game of numbers. As a Customer Service Representative, and as a former Customer Service Manager, and trainer, with a reputable company, who Netflixs' own Michael Osier, vice president for information technology operations and customer service, based the Hillsboro call center after; my advice is to focus generally on the broad customer service experience and not sweat the small stuff. A good former CEO of Southwest Airlines once said "We can't take ourselves too seriously" If you're not having fun, and treating your people with decency, the you will have a poisonous atmosphere that is impossible to come back from.

Thanks

Other Employee Reviews for Netflix

  1. Helpful (26)

    "Worst treatment of humans I have ever seen."

    Star Star Star Star Star
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Operations Supervisor in Salt Lake City, UT
    Current Employee - Operations Supervisor in Salt Lake City, UT
    Doesn't Recommend
    No opinion of CEO

    Pros

    The insurance is good and you get it quickly after starting. There are some good people that you meet here, however they are usually fired within a matter of months. It is a challenging environment to work in.

    Cons

    The hours are very poor. There is no chance for promotion unless you are part of the current in crowd. The culture that is created is one that promotes arrogance, aggressive behavior and dishonesty. The general feeling is of fear and anxiety amongst the employees. You do not receive a performance review until you have upset management. You are expected to perform at such a level of intensity that it creates extremely high tension; associates tremble with fear. You are flat out told that you are expendable, and no matter how hard you try or what you accomplish, you will likely end up being walked out the door once they find someone who is not at the verge of a breakdown to replace you.

    Advice to Management

    Management should consider the fact that by promoting and encouraging anti-social behavior the company is setting itself up for disaster. While people should be self-motivated and strong, they should not be expected to work themselves to a point of breakdown. Do not string the employees along and tell them one thing one day and something entirely different the next.


  2. Helpful (46)

    "Netflix: Culture of Fear"

    Star Star Star Star Star
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Manager in Los Gatos, CA
    Former Employee - Manager in Los Gatos, CA
    Doesn't Recommend
    Disapproves of CEO

    Pros

    The pay is above market. Not a lot above market, but a bit above market. The drawback is there are absolutely no benefits to speak of (no health benefits, no training, no daycare) so that above market pay gets eaten up pretty fast by real world needs.

    Cons

    A total fear of failure permeates the ranks. Netflix basically gives you a warning on your first mistake, and then fires you after your second mistake. This is why the annual turnover rate is well over 20%. Since there is an entirely new set of employees every few years, nobody knows what process to follow, and everything is chaotic. HR solves this by saying "there is no process for anything! Make it up as you go along!" Sure, if I fired all the employees every few years I'd stay away from process too.

    The key problem is that with all the firings most employees spend the day simply trying to find cover. The ass covering at Netflix is legendary. Nobody wants to innovate. Nobody wants to reach outside their comfort zone. Netflix has created a culture of fear, and the way in which they manage terminations reinforces the culture of fear (they immediately demonize the terminated employee, and try to make the termination serve as a lesson to others).

    The culture of fear is so ingrained in Netflix that many managers only have one tool for managing their directs, and that is to threaten to fire them. There simply is no other process for managing poor performance (remember, there is no process - they will admit this to you if you ask).

    And finally, the last thing you should be warned about is their "high performance" culture. Their justification for all the firings is that the fired employees weren't high performers. But since there is no process, no record-keeping, there is no objective measurement of performance. So "high performers" end up being the employees that get along with the boss and keep a low profile. "High performers" at Netflix are not employees that take risks, interact with outside groups, or produce a high volume of work.

    Netflix loves to talk about high performance but they have the lowest standard for high performance that I've ever seen. They are completely happy to manage with fear, however. If you put those two insane concepts together you end up with a rather hysterical environment.

    Advice to Management

    So you guys did one thing well, a long time ago, and you've been marginally improving that business (DVD rental) ever since. Your astoundingly high turnover rate worked in that world, because all the processes were in place. But now you are trying to get into the streaming business, and that business only runs with knowledge workers at the helm. And guess what? Knowledge workers are pretty well-connected. The word is out that Netflix does not value its employees and as a result it's going to be harder and harder to staff your new ventures. You really need to find the groups at Netflix with the highest turnover and keep those managers away from the streaming business. You have some managers that simply do not know how to manage, they only know how to fire and hire. As much as you love to say that firing and hiring is what management is all about, you could not be more wrong. Find the teams with low turnover, they are the teams that work in spite of your chaotic work environment.

There are newer employer reviews for Netflix
There are newer employer reviews for Netflix

See Most Recent

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