PFSweb - The experience at PFSweb was not what I expected. | Glassdoor
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There are newer employer reviews for PFSweb

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Helpful (1)

"The experience at PFSweb was not what I expected."

StarStarStarStarStar
  • Work/Life Balance
  • Culture & Values
  • Career Opportunities
  • Comp & Benefits
  • Senior Management
Former Employee - Call Center Customer Service Agent in Dallas, TX
Former Employee - Call Center Customer Service Agent in Dallas, TX
Doesn't Recommend
No opinion of CEO

I worked at PFSweb full-time (Less than a year)

Pros

The location of the call center. Working for a company that supports so many diverse business models.

Cons

The training for new hires was very poor planned, this was a new client for the company but from my call center experience the trainers did not seem knowledgeable at all. The leadership in the department I was in were reactive instead of proactive to issues. Pay was very low and as a result the quality of employees was the same. No screening of new hires. Literally filled out application and got the job no interview. Very poor hiring practice. Did not take the time to interview so staff for this new client had very poor attitudes and the client expressed this. Matrix for quality control was set so high and with poor training set people to fail. Promoted those who were not worthy with no work experience in a call center. People who were put in these positions only there for who they were friends or extra nice too.

Advice to Management

When you take on a client research more. Hire a staff who wants to be there not just filling the seats. Don't be reactive to poor quality calls be proactive and actually train people. I am not sure how they have the other clients and failed with the one I worked for. I had more experience then at least 65% of the leadership group. People were put in these roles because of who they knew and had lunch with. Promote based on knowledge and past work experience.

Other Employee Reviews for PFSweb

  1. "silly"

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Call Center Agent in Dallas, TX
    Former Employee - Call Center Agent in Dallas, TX
    No opinion of CEO

    Pros

    the pay was normal, location accessible

    Cons

    management are dumb
    no benefits
    pay could be better

    Advice to Management

    take the advice of the employees instead of firing them over some bull posted on social sites


  2. Helpful (3)

    "I'm not sure where I'm going but hopefully they will get their act together."

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Dallas, TX
    Current Employee - Customer Service Representative in Dallas, TX
    Doesn't Recommend
    Approves of CEO

    Pros

    Central location with easy acess to highways and byways. Nice facility with building maintenance and security. Human Resources available on a daily bases. Computers setup and networked for good communication with co-workers and performing the job. Morales is focused around the employees checking their attitude at the door. You only have to do the best you can on job tasks and duties. Quality Assurance is highly focused on meeting the demands of the client and making sure the agent is receptive to one on one reviews. Avaya phones systems are setup to be used which gives the agent good time management focus. Intranet is used to assist the agent in keeping their knowledge focused on updates weekly from the clients prospective. Management does assist employees with hand outs and attend to agents when you raise your hands high in the sky.

    Cons

    The training session was unorganizated and lacked qualified trainers in my opinion. New employees and contractors were fired on the spot if found sleeping during breaks or if their cell phones were seen during training classes because PFSwebs policy is no cell phones or sleeping on the job. The Corporate culture is hard to adjust to because they are very layed back not as approachable. Poor communication is somewhat shown from management its obvious they seem to not use all of their resources. I do not like their 6 point system which marks you late even if you are one minute late. In my opinion, the team leads are chosen unfairly because they come right out of the training classes with everyone else which means their salary is in the same range as the agents. Sometimes you are graded on things which the company hasn't completed but management and Quality Assurance do expect you to just acknowledge what is presented. I have experienced being talked down to instead of talked to like an adult. Supvisors are too booged down with work which they do not have time to talk to customers on the phone or really mold their teams.

    Advice to Management

    Clearly define what your company culture is by being inclusive of all employees which dedicate themselves to your company. PFSweb should want people that is going to be loyal to your company. Take criticism from your employees they are doing the work you don't have to perform so offer them something for moral on those things they do well on. Create a formal management training class for those in management even those chosen to be Leads in leadership roles. Learn to analyze the full scope of the business and clients needs before making a decision to think that your suggestion is better in handling internal incidents. Refrain from talking down to employees instead of encourging them to perform better or offering them an alternative on how to do things. Eliminate the culture of gossip it destroys a business because when someone starts the gossip eventually it gets back to those who started it in bad light. Try to minimize the conflict. Conflict is used to empower groups not to exclude those wanting to be valuable employees. Communication is broken at PFSweb. Microsoft Outlook is not offered to agents so they are not connected to the company in this electronic age even if it was connected offline but internal only it would be better. Another problem with communication is announcements of changes it is never communicated just an immediate change only news sought is from down the grape vine. When information is received it is something that is not right. Initate a true branding and mission plan for those working with you to strengthen your business entity with your competitors. Finally, try not to ask employee to do things that you will not do. Meaning if you want a perfect staff make sure you as management are adhering to the same rules of engagement. If employees can not use cell phones at work management or eat at work stations you should not either or if management enlist to distributing handouts in a rough draft form do not think its acceptable because management want it to be considered a final when a thesarus or dictionary could have been used.

There are newer employer reviews for PFSweb
There are newer employer reviews for PFSweb

See Most Recent

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