Pros
- Salary is ok, and pretty much the only reason anyone stayed past recent changes - Good medical benefits
Cons
- Wfh was an absolute disaster, employees were to take the blame for internet connectivity issues, VPN issues, call sound quality and various other things out of our control. This was done through QA strikes or your adherence to your schedule not being adjusted when the connectivity issues occur; causing you to look like you are performing poorer no matter what because of your internet. This often resulted in putting you in a worse shift bid for stats that were not under your control. -They require you to be answering calls in a non-stop and short staffed queue, while answering chats simultaneously using their system that cannot process more than one microchip at once. All whilst putting in registration information for entirely different microchips than those on the calls and chats. Also, don’t forget to process 15 MINIMUM transfers of services; this is about double the work of a registration, which you already have a stack of. Their system is entirely manual and archaic so you are literally typing in an entire sheet of written out information that has been faxed/emailed to us from a client each time, and if you get a call midway though, you need to clear it because the system will not process info for more than one thing at a time, even in separate windows. Not to mention non-stop emails in which we are measured on how many we respond to. This is all whilst having that continuous queue of live calls and chats as stated many times, most of the time many stacking up & creating a poor customer experience as well: so those people are IRRITATED when you pick up. -To put it into perspective, in office during 2019 we handled live calls, and would be assigned ONE other task (registrations, chats, transfers of services) that was usually stamped with a reasonable time frame. That was also when we had adequate wait time in between live calls as well to be able to complete them. This caused a constant and steady work flow. They now would like us to do 5 things at once on a system that can quite literally only handle one thing at once while being short staffed. - You will be blamed if they have legal trouble with a transfer of services, but you will also be in trouble if you do not do the transfer on the spot. -Concerns from employees were brushed off and they were told ‘this is how things are in call centres’ despite an entirely different previous workplace culture the year before. - Used to have a really strong workplace culture before covid, (which is why I enjoyed this place initially) but now thrives off of quadrupling your workload and saying there will be others who will replace you if you decide its too much. -Moving the canadian contact centre to salary was only done to reduce the rapid turnover rate they had the year prior. -The discussions I have had with almost everyone in the canadian call centre have been nearly verbatim to the issues stated here. They are just afraid to lose their jobs.