Toxic management with terrible pay and no incentives - Customer Service Agent Transworld Systems Employee Review

This is one of the better call center jobs that I've had

No raises even after additional training

Remote work, they send you the computer and monitors you will need.

From the start it was a disorganized mess. They asked me a bunch of questions about my home PC setup because they allow you to use your own PC if you have your own home setup already - had me use a software to prove my PC specs were acceptable, had me send a photo of my home office, etc. so they could give the thumbs up. Then they sent me an entire workstation setup anyways and didn't even consider letting me use my own home office setup (which is understandable; but why even pretend you would allow it and make me jump through those hoops?) The training was mind-numbingly slow and mostly just reading through articles with the "instructor" who couldn't seem to care less. The training was only thorough and engaging when the instructor's manager was on the call to do quality control checks and then suddenly it was super in-depth and helpful. Instructor essentially gave us the answers to each assessment ahead of time so we would all score high and make them look good, even if we didn't know the answers without being told them. The switch to hands-on training was so abrupt, my entire group was outraged when it was announced we'd be doing live calls because nobody knew what they were doing yet. Not a single person felt ready - and not in a "you'll never be READY, but you're ready enough to start!" way, we flat-out did not know basic processes in the system yet. We were all woefully unprepared and the instructor essentially said "sorry, don't care, my managers are insisting we move onto live calls, so just suck it up." We were expected to reach out to the instructor if we needed help on live calls which meant she was bouncing between 15-20 different people who needed help all at the same time (on account of us not knowing how to do the job yet and needing to be walked through the basic tasks.) This meant having to put customers on hold for long periods of time while we waited for the instructor to get to us (but don't worry; you're expected to check in with customers on hold every two minutes to remind them you're still there - you'll get reprimanded if you don't.) You have to finish everything while on call - which means filling out the required information for the call itself while still speaking to the customer, and when you fill out the final review/breakdown of the call, you have to still be on the phone because you're not allowed to end the call when the customer is finished; you end the call when YOU are finished with your digital notes, which means you are encouraged to bide time and keep the customer hanging on while you wrap up your own notes and tasks because once you end the call, you have to start another one. This makes call times LONGER because you can't take a moment between calls to finish your notes; the company sees no issue with this. There is also endless unprofessional behavior from your peers during training; one peer was saying homophobic slurs in the smaller group practice calls we did, and when I reached out to the instructor she simply made a general announcement that "slurs aren't ok, please don't use them anymore" and then put me in a one-on-one practice group with the same person I just reported the next day. Also had peers saying they're planning to do poorly in the job just so they can get fired and then qualify for unemployment benefits instead. Can't say I blame them, though, this job was awful. The company is also transitioning over from an old system onto a new system while I was working here - which you'd think meant we just used one or the other, but nope! They had us use two different systems for the calls, and we're expected to remember which specific billing and account tasks were handled on which of the two systems. The benefit of switching was the newer system was way more user-friendly and modernized, but the downside was that we were expected to use the old system in tandem with the better, newer one which just made tasks much slower and infinitely more confusing since we had to bounce between the two systems over and over again each call. Just super disorganized and you are set up for failure from day 1 of training; and you will be reprimanded and graded on your call quality, so if you don't get taught properly during training, you will struggle to keep up with the absurd micromanaging expectations of the QA people and managers. Training is clearly just the instructor trying to assembly-line style churn out customer service reps and get them through assessments by giving you the answers, throwing you on calls, and reach the end of training with as little effort on their part as possible, and if you fail miserably on the job who cares, there's another class of trainee callers being churned out behind you. At least the pay is also awful.